SUMMARY

• Overall 6 years of professional IT experience and 3+ years of experience in ServiceNow platform as both Developer and Administrator.
• Design and engineer solutions leveraging all appropriate components offered by ServiceNow to answer the needs for Business workflows, ticketing or other ITSM requirements.
• A ServiceNow Technology Analyst with experience on implementing end - to-end Service Catalog, Incident Management, Configuration & Asset Management, Change Management and Release Management with extensive knowledge on Content Management System.
• Extensively worked with Dublin and Eureka releases of Service Now with strong emphasis on supporting the ITSM application, understanding customer requirement and implementing solutions using the knowledge in ITSM tool and ITIL processes.
• Worked in configuring ServiceNow on Windows/UNIX platform with back end as Oracle 10g Database.
• Experience in SaaS software configuration and development using Web Services and Simple Object Access Protocol, XML/RPC, and AJAX.
• Experience in preparing Design document, Flow diagram, Class & Sequence diagrams for an application.
• Participated in upgraded versions of ServiceNow. (Geneva, Helsinki,Istanbul).
• Mid Server Process Configuration for Windows & Linux, Workflows, Configuration Management Database(CMDB).
• Good Knowledge of CMDB and IT Asset Management Services (ITAM)
• Well experience in software analysis, design, development of web centric, object-oriented enterprise applications using Java/J2EE technologies.
• Well experienced in MVC architecture, Struts, JSF2, Spring MVC including Validations and business flow of applications.
• Experience with Service Portal creation and maintenance and Well versed inAngularJSscripting as well as CSS.
• Deployment Automation and Software delivery using Shell scripting with tools like DSM and ITCM.
• Extensive knowledge in database transactions management for database related changes by integrating JDBC, Hibernate with spring.
• Was involved in the design and development of Presentation Tier using JSP, HTML, DHTML, XHTML CSS and JavaScript and AJAX.
• Used application servers like WebLogic, WebSphere, JBoss and Tomcat servers based on the client requirements and project specifications.
• Expertise in using IDE like Eclipse and NetBeans for debugging and coding standards.
• An effective communicator with excellent relationship building & interpersonal skills. Strong problem solving& organizational abilities. Good in leading, mentoring, coaching, and motivating team to deliver the best result.
• Working experience of various phases of Software Development Life Cycle (SDLC) such as Design, Code Construction and Testing Methodologies and good working knowledge on Software Development Methodologies like RUP, Agile Scrum, Waterfall and V-model.

TECHNICAL SKILLS

Application Tools / Frame works: ServiceNow (ITSM Tool), Manage Engine (ITSM Tool), HP Service Manager, NetBeans, Eclipse, Springs, Dreamweaver CS4, MySQL Workbench

Languages: C, C++, Java, J2EE, JavaScript, XML, XSL, HTML, XHTML, CSS, SQL

IDE’s: SVN IDE, Force.com IDE

Version Control Tools: Rational ClearCase, VSS, WinCVS, Requisite Pro, ClearQuest

Operating Systems: Windows XP/Vista/7, Linux, Macintosh

Web/J2EE Tech: Servlets, JSP, JDBC, Java beans, JNDI, HTML, AJAX, DOJO, JavaScript, CSS, XML, EJB, Hibernate, Web services, JSR 168/286

Tools: Log4j, JUnit, Apache Ant

App & Web Servers: Liferay 5.x/6.X, Weblogic Server 9.x/10.x, Jboss4.x, Tomcat 5.x/6. x., Apache

PROFESSIONAL EXPERIENCE

Confidential, Columbus, OH

ServiceNow 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.
• Delivered project deliverables on time and within the agreed acceptance criteria in a hybrid methodology environment as they attempted to transition to an Agile Methodology.
• Worked on various modules of ServiceNow like Incident management, Change management and Problem management, Service Catalog, CMDB and Reporting.
• Integrated with various Cloud environments like Amazon Web Services, Microsoft Azure accounts to the instance through service accounts.
• Created catalog items for cloud platforms and responsible for creating cloud portal.
• Worked on many Server-side Scripts, Script Includes, Client-side Scripting, UI Actions and several business rules.
• Developed custom UI pages related to an application and for a custom login page too.
• Wrote many inbound email actions to ease the work of creating incidents from an inbound email.
• Developed ESS functionality and implemented appropriate workflow.
• Involved in Helsinki implementation.
• Developed Service Catalog that includes creating items, workflows, Catalog Client scripts and giving it an enhanced view using the Service Portal.
• Created scheduled jobs to run many scripts in background and to import XML files automatically from the TCP port.
• Configured LDAP Server and LDAP Listener for updating the user and group table record.
• Worked on CMDB that involves importing the data and establishing the relationship between multiple Cis.
• Developed custom probes and sensors to populate CMDB with pertinent asset data via JavaScript, Perl and PowerShell.
• Worked on integration of third party applications into ServiceNow using APIs and Web Servers.
• Experience on working with Script Includes and Scripted Web Services.
• Worked with Finance team in developing an application to automate the process.
• Developed solutions in the Servicenow platform that are ITIL V3compliant and defined business solutions for ITIL users.
• Used the development tools provided in Widget Editor to writeAngularJS, CSS, and JavaScript to power a portal.
• Worked on UI Macros to create pages as templates.
• Worked on loading the data into ServiceNow using import sets.
• Develop and manage application code, user interface, and third-party integration components.

Environment: Service Now Jakarta, Service Now Istanbul, ServiceNow Portal, ITIL, ITSM, AngularJS, Service Watch, Windows, SQL*Plus, SQL*Loader, XML, HTML, Oracle 11g, Toad and UNIX.

Confidential, Washington DC

ServiceNow Developer/Admin

Responsibilities:

• Involved in the technical architecture and created the detail design.
• Perform day to day administration of the ServiceNow Tool Maintain business services and configuration item relationships in ServiceNow tool.
• Created catalog items for cloud platforms and responsible for creating cloud portal.
• Performed integrations for cloud.
• Responsible for incident, change, problem integrations with cloud based applications.
• Implementing ServiceNow Discovery and CMDB and integrating it with Change management.
• Develop and manage application code, user interface, and third-party integration components.
• Worked on business requirements and technical specifications for ITSM platform.
• Develop / Configure workflows, forms, and underlying logic using SCRUM / Agile methodologies and Worked on loading the data into ServiceNow using import sets.
• Developed new service catalog items and fix bugs in incident, problem and change management.
• Creation of 3rd party realm and updating existing 3rd party application in ADFS.
• Provided subject matter expertise, acted as technical product advocate and designed, developed and implemented ITIL processes, ITSM, ITAM, SACM, Knowledge, Demand and Release Management modules within ServiceNow platform.
• Performed routine troubleshooting exercises for CI errors for WMI (Windows), SSH (Unix), and SNMP (Network) devices during Classification, Identification and Exploration stages of Discovery.
• Performed mapping using ServiceNow Service Watch.
• Integration with ADDM (Discovery Tool) into CMDB via CMDB Sync.
• Responsible for creating various workflows for Incident Management, Change Management, Service Requests and SLA's.
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, CSS, HTML5,AngularJS, PowerShell, shell scripting.
• Utilized Java Scripting in Business Rules, Client Scripts, UI Policies and UI actions to deliver solutions that automate and audit business processes to customize the instance as per Business needs.
• Experience in working with Scripted Web services, Script Includes, JavaScript and Jelly Scripting.
• Used Object/Relational mapping tool Hibernate to achieve object persistency.
• Involved in creation of business rules, client scripts, UI policies, UI Actions as per the requirements.
• Created XML Schema, XML template and used XML SAX/DOM API to parse them.
• Migration of application from Eureka to Helsinki and handling the TEST and Support process with the necessary fixes.
• Worked with administering and developing on ServiceNow Platform, using versions: Fuji and Helsinki as well.
• Works with engineers and application developers' groups to implement solutions for the company's LDAP services.
• Writing the Catalog client scripts and UI policies to make client-side changes.
• Developed solutions usingJavaScript, Web Services, SOAP, and other web technologies to integrate ServiceNow with internal, external systems and tools.
• Developed Service Catalog items based on the requirement provided by the stakeholders.
• Installed MID Servers on remote desktop and conducted tests required for Discovery.
• Created notifications based on user requirements and also configured inbound email actions to create incidents or requests.
• Participated in validating Form and Table level using UI Policies in ServiceNow.

Environment: ServiceNow, ITIL, ITSM, Helsinki, HTML, XML, JavaScript, AngularJS, LDAP, JIRA, VPN, SSO, REST API, SOAP, SLA, MID Server, Airwatch and CMDB.

Confidential, Springfield IL

ServiceNow Developer/Admin

Responsibilities:

• Implementation, Customization and Configuration of different Service Manager Modules like Change, Request, ESS, Service Desk, Incident, Service Catalog, Problem and SLM.
• Worked as a developer for an End-To- End development for a re-factoring project.
• Used data sources to migrate the data from excel sheets to ServiceNow through transform maps.
• Involved in all product design reviews to verify that design meets quality standards and functional/technical requirements.
• Re-built Service Catalog Items with minimal time usage on submitting a ticket by getting together the teams to provide their valuable suggestions and making it easy to understand the new release.
• During development worked with JavaScript, XML to create front-end and back-end components such as forms, buttons, views, pages, business rules and workflows.
• Responsible for Berlin upgradation in ServiceNow and involved in the analysis of the impact on the existing customization after Berlin up gradation.
• Managing Data accurately by creating Tables and the App Creator Lab, Import Sets Lab and CMDB Lab which in turn helps in easy flow of data when necessary.
• Used ACL’s for controlling the security mechanism in ServiceNow.
• Developed and configured Business Rules, Script Includes, UI Policies, UI Actions, Catalog Client Scripts and Client Scripts, Scheduled Jobs, Wizard panels and Wizard Clients scripts, Content item etc.
• Worked with Apache Jelly to create various kinds of UI pages and Macro templates.
• Implemented JDBC Export to execute custom SQL queries in the target database based on requirement.
• Created Data Sources from various external applications, scripts to parse incoming data and transform into ServiceNow.
• Developed reports as per requirements from management.
• Documented all implementations and best practices defined within team.
• Trained Service Desk team and organized meetings to review content and testing efforts for testing in UAT for quarterly releases.
• Currently working to develop new service catalog items and fix bugs in incident, problem and change management.

Environment: ServiceNow, Java Script, JSON, jQuery, Prototype, JavaScript, Webservices, SOAP, SQL, XML, HTML, iFrames, AJAX, Shell scripting, Log4j, Integrations, Cloud services, ITIL, SCRUM

Confidential, Pleasanton, CA

ServiceNow Consultant

Responsibilities:

• Implement Catalog Items, developing different SLA's and generating reports.
• Worked on creating new Users, Groups, Roles and customizing catalog applications using Workflows, Business rules and Client Scripts.
• Worked with Incident Management application, Problem Management, Change Management applications in escalating issues, logging, catering, diagnosing, resolving, monitoring, and reporting in SNOW.
• Used ITIL practices to implement ServiceNow applications in phase by phase approach, created SLAs and participated in running SLAs and responsible for closing successfully in ServiceNow.
• Implemented ServiceNow ITSM applications utilizing ITIL V3 benefits best practice processes, methods, testing, and training projects for multiple, diverse organizations.
• Customized Incident/Problem/Change/Service catalog applications using Business rules, Client scripts, Workflows in ServiceNow.
• Worked with dynamic HTML components: AJAX, HTML, JavaScript, Angular JS and CSS.
• Coordinated installation of ServiceNow upgrades and/or service packs.
• Developed and managed the preparation of systems, test criteria and control of upgrades, service packs, new functionality, enhancements and error correction.
• Created Custom objects, custom fields, Picklist, role-based page layouts, Workflow Alerts and Actions, and Approval Workflow, Validation Rules, Approval Processes, custom Tabs, custom reports, report folders, report.
• Worked on ITIL tools like BMC Remedy, HP Service Manager and ServiceNow.
• Implemented ServiceNow ITOM products, including Discovery, Service Mapping and Active Directory Password Reset (Orchestration) Applications.
• Lead on the migration from Altiris 7.1 to SCCM 2012 environment being the point of contact for the outsourced company to assist with this project.
• Migrated packages built with Wise Packaging Studio from Altiris to SCCM 2012.
• Assisted with the rebuild of the Altiris infrastructure when old administrator left the company (rebuilt and configured 2 NS servers, 1 Helpdesk server and 1 Asset server).
• Backup of entire Altiris Database in a virtual environment
• Lead on decommission of the Altiris 7.1 environment.
• Implemented Incident Management, Problem Management, Change Management, Event Management, and SCCM integration service, ITOM, ITSM, CMDB, PPM, SNOW, Reporting, and Service Catalog in ServiceNow.
• Develop custom detailed reports in Altiris and SCCM 2012.
• Upgraded old Altiris environment to the latest version 7.1 SP2 MR1 for Asset Management Team to use the CMDB for asset tracking.
• Also assisted in the targeted software deployment and Altiris Active Directory imports for the various regions.
• Created collections of computers in Altiris with specific characteristics to accurately and strategically target software package delivery.
• Symantec Management Platform (Altiris NS) Administration.
• Generation of monthly Altiris Patch Reports giving management an accurate view of software update patch compliance.
• Created collections of computers in Altiris with specific characteristics to accurately and strategically target software package delivery.
• Responsible for the ServiceNow tool administration module and creation of new Users, Groups, Roles, IT Services, Application, Business Services, Routing rules and Blackout Freeze rule.
• Wrote Classifiers and Identifiers to direct the discovery tool to gather the information of the configuration items with no error.
• Involved in the complete end to end cycle of coding, testing, debugging, maintaining and refining the computer software in Service Now to produce the required product in an Agile development environment.
• Design solutions to enhancement requests by developing with JavaScript and implementing workflows.
• Wrote business rules to avoid empty configuration items to be stored in CMDB after discovery tool runs a scheduled job.
• Configure ServiceNow tool for the defined processes. Design and develop scripts for any customization required.
• Supporting Power shell scripting in workflows.

Environment: ServiceNow, Asset Management, Incident Management, Problem Management, Calgary Release of ServiceNow tool (Incident, Problem, service catalogs), ITOM, PPM, HTTP, FTPS, ServiceNow ITSM tool, Java scripts, Jelly Script, REST, Workflows and HP quality center, SDLC, HP ALM.

Confidential

Java Developer

Responsibilities:

• Involved in various phases like design and development using Rational Unified Process.
• Used Rational Rose for the Use Case Diagrams, Class Diagrams and Sequence Diagrams to represent the detailed design phase.
• Developed a web-based reporting for Credit Monitoring System with HTML, JSTL 1.2, Custom tags.
• Developed user interface on Jakarta Struts 1.1 Framework using JSP 2.0 and HTML.
• Used Java/J2EE Design patterns like Business Delegate, Session Facade, Data Transfer Object (DTO) and Service Locator in the project extensively, which facilitates clean distribution of roles and responsibilities across various layers of processing.
• Developed Struts Action Class which route submittals via Business Delegate to Business appropriate components and render retrieved information.
• Used Web services for transmission of large blocks of XML data using SOAP.
• Used XML and SOAP with SAX parser to transfer data between applications.
• Used Entity Java Beans for persistence.
• Used SQL stored procedures with JDBC API for storing, updating user request.
• Participated in database design using Oracle10g.
• Used Web-sphere Application Server 5.0 for deploying various components of application.
• Used WebSphere Application Development 5.1.2 for developing the application.

Environment: J2EE 1.3 specification, IBM WAS 5.0, WSAD 5.1.2, Spring 2.0.6, Struts 1.1, Hibernate 2.0, Rational Rose, XML, SOAP, SAX, JSP 1.2, EJB 2.0, JSTL 1.2, IBM MQ Series 5.1, HTML, JDBC, JavaScript, Servlets 2.3, CVS 2.0, Oracle9i, UNIX.