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.
• Expertise on creation ofworkflowsforService Catalog itemsin ServiceNow.
• Working experience of various phases ofSDLCsuch as Requirement gathering, Analysis, Design, Code Construction and Testing.
• Createdschedules,reportsand monitor performance of Service-Now
• Experience in generating various type of reports in ServiceNow
• Experience on Implementation of Scoped Application (Human Resources/HRSM) in ServiceNow
• Experience with SOAP/REST integration, Web services, Workflow and CMDB.
• Hands on experience inweb development using HTML,JavaScriptandCSS.
• Good Knowledge of CMDB and Asset Management Services: Business Services and Configuration Item relationships.
• Experience in developing Service Portal by customizing Pages, Widgets
• Experience in configuring UI Macros, Formatters using Jelly script
• Knowledge on Performance Analytics and experience on designing different type of dashboards and indicators to customize statistics of operations
• Experience in configuration of Import Sets, Transform map and Data Sources
• Knowledge of Single Sign-On and LDAP integration
• Experience on working in ServiceNow versions Fuji, Geneva, Istanbul and Jakarta.
• Experience with various Project and Portfolio Management (PPM) modules using tools like Clarity.
• Multi-platform experience onUnix/Linuxand Windows Server family.
• Good experience in application development usingJava/J2EE, JSP.
• Working Experience on XML imports and exports in ServiceNow
• Working with customers, internal IT and infrastructure teams, third party data providers etc throughout the service restoration process.
• A detail oriented self-starter and a team player who can produce quality work on time in a fast-paced, deadline-driven environment and capable of managing multiple projects simultaneously
• Efficient in working closely with Development, QA, Product and Business owner teams to ensure high quality and timely delivery of builds and releases across multiple platforms and environments.

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 - Bethesda, MD

ServiceNow Developer/Administrator

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 - Plano, TX

SR ServiceNow 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

Confidential - Pittsburg, PA

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).