SUMMARY

• Over 6+ Years of extensive IT experience in SDLC phases, including requirement analysis gathering, design, develop, test and implement Enterprise Level Applications as per ITIL standards on ITSM platforms.
• Experienced in designing complex Workflows & Implementation of Incident, Problem, Change, Request, Asset Management and Service Catalog setups for various business applications.
• Experienced in configuration of Business Rules, UI Policies, UI Actions, Client Scripts and ACLs that include advanced scripting.
• Experienced in performing ServiceNow Integrations with third party tools using Orchestration with a blend of MID Server, REST and SOAP. These tools include but are not limited to Trello, Evernote, SQL Server, Oracle Server and LDAP.
• Experienced in installation, configuration & administration of CMDB, along with Discovery, Hardware & Software Compliance Asset Management.
• Attained good working knowledge on Probes, Sensors, and Identifiers, along with WMI, SNMP, SSH devices.
• Experienced in Performance Analytics which included generating reports, developing Custom Charts & integrating with reporting tools like Microsoft Power BI & Explore Analytics in ServiceNow per requirements
• Experienced in designing the Content Management System and Service Portal which involve layouts, themes, Various Content Blocks, Content Pages, reusable widgets & service catalog work.
• Developing Content Pages quickly and effectively using HTML5, CSS3, JavaScript, JQuery, AngularJS, JSON and Bootstrap.
• Experienced in Production Support as first line support, second line support in resolving ticket defects and change requests raised on various applications.
• Extensive experience in writing Client Side and Server Side scripts.
• Participated in workshops (new technologies, enhancement) with ServiceNow partner teams to help company implement ServiceNow using best practices in ITSM.
• Experience in web development (UI) using HTML 5, CSS 3, Angular JS and J Query.
• Open Source JavaScript Library: J Query (Core, Selectors, Attributes, Traversing, Manipulation, CSS, Events, Effects, Ajax, Utilities, Internals) and Angular JS (Tables, XML Http Request, Forms, Modules, Input Validation).
• Expertise writing SQL Queries.
• Expertise in application development using Java, J2EE, JSP, Servlets, Struts, spring.
• Possess a strong coding experience using Core Java..
• Excellent oral and written communications, interpersonal, negotiation, analysis and problem - solving skills.
• Experience in all phase of SDLC like Requirement Analysis, Implementation and Maintenance, and extensive experience with Agile Methodology.

TECHNICAL SKILLS

ITSM/ITIL Tools: ServiceNow, BMC Remedy

Scripting: JavaScript, Jelly Script, HTML 5, CSS 3, XML, AngularJS

Software Methodologies: SDLC

Databases: Oracle 10g, MySQL

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

Application Servers: IBM Web Sphere, Apache Tomcat, Windows, Linux, Unix

PROFESSIONAL EXPERIENCE

Confidential, Atlanta, GA

ServiceNow Developer/Admin

Responsibilities:

• Hands on experience working on SaaS (Software as a Service) based tools (Service Now), with focus on implementing ITIL processes.
• Implementing Service Catalog, Incident Management and Change Management with extensive knowledge on Content Management System.
• Integrating Service catalog module with "Trello" dashboard document tool using Web Services and fixing the issues, which come up while the tools are getting interacted.
• Responsible for building scalable, effective solutions both in ServiceNow and through interfaces to other third-party tools.
• Successful oversight of several ServiceNow implementations including upgrades to Geneva and Helsinki.
• Worked on huge Workflow design for on-boarding and off-boarding of a partner/ employee/Contractor based on the requirements provided by the teams.
• Responsible for effectively implementing ServiceNow Enterprise level Applications as per Business requirements for ITOM/ITSM processes.
• Involved in Requirements gathering, Designing, Development and Implementation of CMS.
• Good experience in Create Web services (Inbound) (SOAP Message and REST Message), Publish & Provide Security Access to external systems using ServiceNow and Data power.
• Consuming Secure Web service (Outbound) using ServiceNow.
• Experience in Implementation of Workflow, Incident Management, Problem Management, Change Management and Service Catalog on various business applications.
• Very good experience in UI development experience within ServiceNow working with JavaScript, Glide Script, UI Policy, HTML5 and CSS3 and applying Business Rules.
• Worked with Service Portal to display catalog items.Modified several out of box scripts to render Service Portal as per business needs.
• Created New pages in ESS Portal usingJellyScripting and UI Macros.
• Created End User Service Portal with modules and widgets as requested.
• Developing Customer Facing Service Portal page and Performed mapping usingServiceNowService Watch.
• Worked with Apache Jelly to create various kinds of UI pages and UI Macro templates.
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, CSS, and HTML5.
• Creating roles that provide selective access to ServiceNow and then assigning these roles when user needs to access a functionality.
• This helped a lot in maintaining privacy between users and the system.
• Customized various Business Rules, Client Script, Script includes, UI Actions, UI Policies, UI Actions.
• Created Update Sets to migrate customizations from one instance to another instance.
• Involved in theServiceNowDiscoveryand CMDB maintenance.
• Finding applications and devices with in the network usingDiscovery, updating the CMDB with the information
• Configured SMTP and POP3 standard Email configurations in the ServiceNow instance, along with setting up Email Templates and Email Notifications.
• Responsible to document and maintain all requirements, implementations and approved ServiceNow processes.

Environment: ServiceNow Kingston/Helsinki/Istanbul, JavaScript, Java, Angular JS, Service Portal, Html, CSS, Glide Script, AJAX.

Confidential, Atlanta, GA

ServiceNow Admin

Responsibilities:

• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in Service-Now.
• Working with process owners and business stakeholders to translate business requirements into functional requirements within ServiceNow and proposing resolution and design suggestions
• Facilitating rollout of new applications and modules.
• Created various front-end forms, and associated Client Scripts, UI policies, including advanced customizations that require modification of UI Pages/Macros.
• Configured Service Level Agreements to define certain levels of service from both internal and external providers
• Responsible for maintaining and growing data held within Service Now such as our users, locations, configuration items and Service catalog items.
• Use business analysis skills to directly interface with customers to design and build applications that meet business goals and objectives.
• Utilized Java Scripting to deliver solutions that automate and audit business processes using UI Policy, Client Script, UI Action and Business Rules.
• Designed road map to implement SRM & Orchestration modules. Suggested best practices to develop workflows.
• Developed reusable REST Messages to extract google locations in JSON format and propagate the data to forms and UI Pages and used in orchestration workflow activities
• Developed new user interface for Help Desk Team.
• Involved in working with process owners to develop workflow, implement the workflows in Service Applications and administer the tools and enhanced requests by java script.
• Performing quality assurance testing and user acceptance testing.
• Created reports, workflows, data imports for Incident, Problem, Service Request & Change Service Now modules.
• Created & Maintained foundation data - User Accounts, Approvers, Support Groups, Production Categorizations, Sites and Templates.
• Responsible for preparing design level, program-level and user-level documentation.

Environment: ServiceNow/Geneva, Wireshark, Angular JS, ITIL/ITSM, JavaScript, XML, HTML5, CSS, Bootstrap, LDAP Integration, Glide Script, Agile, XHTML, jelly Script and Windows.

Confidential

Operation Engineer

Responsibilities:

• Responsible for providing daily support for all business applications used by American Electric Power Company on the ServiceNow platform.
• Worked on various ITIL modules of ServiceNow like Incident management, Change management, and Problem management.
• Performing core configuration tasks.
• Activating plugins
• Assist with Service Now system upgrades.
• Assisting in troubleshooting patch/release management issues.
• Add users, groups and roles.
• Manage data with tables, the configuration management database (CMDB), import sets and update sets.
• Create a Triggered Survey to send new Survey after every incident.
• Work with key process applications such as Knowledge Base and Service Now Service Catalog.
• Create workflow activities and approvals.
• Configure alerts and notifications.
• Perform upgrades and view / monitor history and status.
• Create baseline performance metrics.
• Customized various Business Rules, Client Script, Script includes, UI Actions, UI Policies, UI Actions.
• Created Update sets to migrate customizations from one instance to another instance.
• Configured SMTP and POP3 standard Email configurations in the ServiceNow instance, along with setting up Email Templates and Email Notifications.
• Developed Scheduled Reports as per business requirements from management.

Environment: ServiceNow, Asset Management, Incident Management, Problem Management, Fire eye, HTML, CSS, JavaScript, CMDB.

Confidential

SQL Developer

Responsibilities:

• Understanding the business process/requirement and translate them into technical requirements.
• Created Database Objects like Tables, Views, Synonyms and Sequences.
• Extensively used of PL/SQL Stored Procedures, Functions, Triggers and Packages.
• Tested the entire application in testing environment and exported to Production.
• Handled Maintenance, Development support activities.
• Done the documentation and provided on-site production support.