SUMMARY

• A Competitive IT Professional with around 7 years of IT experience in ITSM/ITIL with working Knowledge on various IT Services and Web Development.
• Certified professional with 4+ years of experience in ServiceNow suite as Developer/Administrator in delivering medium to large - scale implementations.
• Strong hands on experience and intense knowledge of ITIL, Process in service now such as CHANGE MANAGEMENT,SERVICE CATALOG MAINTENANCE,ASSET MANAGEMENT, SERVICENOW ADMINISTRATION, KNOWLEDGE MANAGEMENT REPORTING, GUAGES, INTEGRATION WITH WEB SERVICES.
• Experience in designing, creating, monitoring, modifying and publishing service catalog workflows with approvals.
• Experience in designing and developing service catalog, catalog items record producers.
• Experience in developing service portal by customizing pages, widgets.
• Experience in configuring UI MACROS, FORMATTERS using Jelly script
• Experience with various project and portfolio management (PPM)modules using tools like clarity
• Good knowledge of CMDB and Asset management services like BUSINESS-SERVICE, CONFIGARATION ITEM RELATIONSHIPS.

TECHNICAL SKILLS

Programming Languages: C, C++, JavaScript SQL, PL/SQL, JSP

Software Methodologies: SDLC, Waterfall, Agile, XP and Scrum

ITIL: ITSM, ServiceNow (Jakarta, Istanbul, Helsinki, Geneva, Fuji, Eureka)

Databases: Oracle 10g, MySQL, CMDB

Database Tools: SQL Client, TOAD, SQL Developer

PROFESSIONAL EXPERIENCE

Confidential, PLANO TX

SR ServiceNow developer

Responsibilities:

• Participating in requirement gathering, analyzing and designing requirements into solutions
• Participating in customer meetings and guiding through advanced solutions can be achieved in scoped application
• Planning and supervising progress of the development.
• Guiding and driving team to achieve development goals in the designed time frames
• Developing complex workflows involved in automating the on-boarding process
• Developing Record Producers and attaching workflows to generate tasks as a part of the on-boarding process
• Developing advanced solutions in the scoped application
• Monitoring through team development blocks/questions and guiding them in the scoped application environment.
• Tracking the Initial testing and guiding the customer through the difficulties in testing
• Supervising the test scripts development by team
• Handling defects upon customer feedback on the development and planning development to achieve in the specified time limits
• Creating and designing additional security of the application as per the requirement with in the scoped application environment
• Preparing and participating in planning of customer UAT testing.
• Designing solutions and developing the service portal specific to Human Resources.
• Preparing customer for Go-live and planning on handling post GO-live defects
• Participating in the process of developing orchestration of AD(Active Directory) with team.

Confidential, HUSTON TX

ServiceNow Developer

Responsibilities:

• Participating in requirement gathering from HR department and design the requirements into solutions in the scoped application.
• Designing and developing scoped Human Resources application in Istanbul in ServiceNow.
• Developing one stop Human Resource catalog by creating different types of catalog items.
• Developing email notifications for the HR cases in ServiceNow
• Developing SLAs for HR Case as per requirement
• Configuring Inbound & Outbound Email actions to create or update HR case using Email actions
• Developing exclusively scheduled HR notifications for Human Resources scoped application
• Creating and modifying client scripts and UI policies for better user experience using java script
• Developing Business Rules using Glide form scripting
• Configuring ACLs to restrict access to sensitive HR Data in the global system
• Handling and Maintaining integration with Global Directory and Workday to maintain HR updated data in ServiceNow
• Creating HR services and attaching them to the respected record producers
• Designing and developing HR case forms and layouts and creating different views
• Creating and managing HR assignments for auto assigning the HR case
• Developing of HR user specific service portal as a part of scoped application ( Confidential to Service portal)
• Creating and modifying pages and Widgets to achieve continuous better user experience.
• Working on creating testing plans with HR team and participation in testing to achieve better user experience from developed solutions
• Worked on post-live defects and handling critical issues on priority base
• Working directly with the global team to troubleshoot PROD code and pushing critical changes
• Participating in troubleshooting the code (custom development) changes upon instance upgrade to Jakarta
• Analyzing business requirements and design and developing them into solutions and testing the developed solutions
• Participated in HR Data Migration from legacy instance to new instance in ServiceNow
• Handling user/group management and role assignment
• Creating custom roles for additional access to users in HRSM in ServiceNow
• Developing dashboards for HR Managers, Leaders and Fulfillers
• Developing different reports to specific users as HR Managers/Leaders/Fulfillers
• Creating new modules and make them available to users on role base
• Creating and configuring scheduled jobs and transform maps to load data into ServiceNow in ServiceNow
• Creating and handling Update sets to move customizations between different ServiceNow systems (instances).

Confidential, Bathesda MD

ServiceNow Developer/Admin

Responsibilities:

• Participate in the full SDLC Requirements Gathering, Analysis, design, and coding, testing, training and operational support.
• Implement the Incident Management, Problem Management, Knowledge Management, User Administration, Configuration and Asset Management along with Reporting module.
• Software configuration/ customization including UI customization, workflow administration, data imports, custom scripting, third party software integrations, implementing new functionality, homepage customization.
• Created notifications based on user requirements and configured inbound email actions to create incidents or requests.
• Created schedules, reports and monitor performance of Service-Now.
• Service Catalog design and workflow design based on the approval and fulfillment process.
• Implement new workflows that use a variety of activities to understand how records are generated from workflows.
• Wrote business rules to avoid empty configuration items to be stored in CMDB after discovery tool runs a scheduled job.
• Establish and interact with the configuration management database (CMDB), and manage data with import sets, update sets and transform maps.
• Manage and coordinate activities during the overall ticket life cycle in Incident Problem and Change Management. Successfully implemented Knowledge Management process.
• Worked on change management module by enhancing the tool to the stakeholders and made it easy to understand.
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, Jelly Script, HTML 5, and Confidential .
• Used UI Macros to create pages as templates on the requirement.
• Worked with asset team to check for the data collected through discovery is accurate.
• Post Implementation worked as ServiceNow Administrator and supported any issues and resolved them accordingly.
• Educating end users on the usage of ServiceNow applications like incidents, problem, changes and service catalogs.
• Creation of advanced workflows, new groups and adding users to the groups in ServiceNow.
• Created and moved update sets to different ServiceNow instances. Worked on UI customizations for forms, lists and UI actions.
• Implemented Core configuration changes to the platform as well as supporting applications.
• Create data fix scripts for data corruption issues and perform Root Cause Analysis.
• Involved in daily, weekly and monthly meetings with client on the work progress and discussions on the upcoming work.

Confidential

Java/J2EE Programmer Analyst (Junior Developer)

Responsibilities:

• Involved in preparing the Detailed Design document for the project
• Implemented waterfall model
• Developed Action Forms and Action Classes in Struts framework
• Identified the Action and DynaAction form Classes, based on the Struts framework, to handle the pages
• Created tile definitions, struts-config files and resource bundles using Struts framework
• Developed web pages using JSP, HTML and DHTML
• Developed XSL templates and XSL schemas to generate the view part of MVC architecture
• Used Struts framework as controller part and developed business logics in model part
• Involved in the debugging of the applications
• Involved in the development of the presentation tier using JSP, HTML, Confidential, XML, XSL, JavaScript and Servlets for login, find Subscriptions modules
• Implemented AJAX and Java Script for client side validations