SUMMARY:

• 7+ Years of Professional IT Experience with around in Service Now platform as both Developer, And as Administrator.
• Configured Applications usingService - Nowtool used in ITIL Management. Deep functional and technical knowledge of theServiceNowplatform as well as experience in delivering medium to large-scaleServiceNowimplementations.
• Experience working on SaaS (Software as a Service) based tools (Service Now), with focus on implementing ITIL processes.
• Knowledge on installation in Unix and Linux and Solaris servers.
• Good understanding of IT Help Desk and service management along with good understanding of the ITIL framework
• Extensively worked with Helenski and Istanbul; releases of service now with strong emphasis on supporting the ITSM application
• Importing the users From AD and monitoring the Mid servers.
• Configured Applications using Service-Now tool used in ITIL Management. Strong understanding of ITIL V3.
• Expert on working and solving the high priority tickets.
• Deep functional and technical knowledge of the Service Now platform as well as experience delivering medium to large-scale Service Now implementations.
• Experience in Configuration of different modules of Service-Now.
• In-depth knowledge of the Technical implementation of Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management, Reporting, Discovery and Integrations.
• Gaining knowledge on the latest release of service now Jakarata, Kingston.
• Functional knowledge and implementation experience of IT Service Management (ITSM) frameworks
• Working knowledge of Knowledge articles, incidents, CMDB and dictionaries
• Extensive knowledge developing CMS in Service Now.
• Expertise in importing and exporting data in Service Now.
• Create, monitor, modify, and publish service catalog workflows with approvals. Maintain Single Sign-On integration.
• Expertise in creating and maintaining Access Control rules for securing and providing the right access to right person/role.
• Service-Now Administration and Production support including maintenance of lower life cycle instances
• Excellent knowledge in Configuring Email Notifications and Scripting Inbound Email actions
• Experience with Web Technology; such as: XML, HTML, JavaScript and Web Services.
• Experience in creating scripts like Client Scripts, Catalog Client Scripts, UI scripts and UI Policies.
• Created catalog items, workflows, inbound emails actions and update sets for service requests.
• Performed several Integrations like LDAP, SSO, and Remedy etc.
• Strong development experience and professional HTML5, CSS/ CSS3, JS and JQUERY and various Java and JavaScript design patterns, Web Services.
• Hands on experience in web development using HTML, JavaScript and CSS
• A detail oriented self-starter and a team player who has the ability to produce quality work on time in a fast-paced, deadline-driven environment and capable of managing multiple projects simultaneously. Strong skill set in the Service Now suite development including SOAP/REST integration.
• Web services, Discovery, Workflow, and CMDB. Implemented of Discovery from scratch, by installing MID Servers on remote desktops.
• Configure Servicenow tool for the defined processes. Design and develop scripts for any customization required. Supporting Power shell scripting in workflows.
• Experience in configuring the Incident Management, Problem Management, Change Management, Asset Management, Service Request Management applications and BMC Atrium CMDB
• Demonstrated ability to manage and direct internal/external clients around all key technical decisions during project delivery and project work of advanced ServiceNow development.
• Tracking of Incident from creation to closure, with timely communication to business. Monitoring service level agreement (SLA's) and operation level agreement (OLA's).

TECHNICAL SKILLS:

ITIL: ITSM, Service Now, ITIL, CMS

Programming Languages: Confidential, Confidential ++, Java, SQL, PL/SQL, ASP.Net, C #

Java: JDK 1.6, Collections, Multithreading, Networking, Generics, Exception Handling, Files and Streams, JDBC,Servlets, JSP, JSTL, Ajax, EJB

Scripting Languages: JavaScript, HTML, CSS, Ajax, XML

Database Tools: SQL Client, TOAD, SQL Developer

Web/Application Servers: IBM Web Sphere 6.x, Web Logic 10, Apache Tomcat

Version Control Tools: CVS, SVN

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

PROFESSIONAL EXPERIENCE:

Confidential, Plymouth, MN

Sr. Service Now Developer/Admin

Responsibilities:

• Worked on business requirements and technical specifications for ITSM platform.
• Attended weekly CAB meeting to represent the Service Now incident tickets and moved those fixes to the Production after the approval.
• Involved in consuming Restful web service, publishing SOAP web Service, using Business Rules, Script Includes, UI Actions and other Service Now scripting modules to support data synchronization and business logic.
• Wrote Classifiers and identifiers to direct the discovery tool to gather the information of the configuration items without errors.
• Created, Modified and merged various Update sets to deploy them into other instances.
• Worked on Creating Users, Roles and Groups and load the data to Service Now objects using import sets on daily, weekly, monthly and on request basis.
• Built forms from scratch along with advance customizations at the level of UI Macros/UI page as per the complex requirements.
• Involved in Creation and modification of various Business Rules, Script includes, Ajax Query, Jelly scripts, UI Actions and UI Policies.
• Created standard workflows which are being re-used and propagated and handled many custom events.
• Integrated with Active Directory using LDAP for authentication and loaded users, groups and roles into Service Now.
• Developed solutions using JavaScript, Web Services, SOAP, REST, WSDL, XML and other web technologies to integrate Service Now with internal/ external systems and tools.
• Involved in running the daily and weekly jobs to push the data into the application using Import Sets and Transform Maps.
• Worked on Discovery and set up mid servers and checked for the connectivity.
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, Soap, web services, CSS, HTML5.
• Created Configuration items (CI), service catalog for service portals.
• Created and maintained change management requests for assigned implementations and managing the change process.
• Configured workflows and created automated scripts for automated approval for events.
• Managed and coordinated activities during the overall ticket of lifecycle in incident and problem management.
• Developed various Email templates as per the User requirements and worked on the Email notifications
• Developed new service catalog items and fixed bugs in incident, problem and change management.
• Deployed checklist and test case document preparation.
• Expertise in testing Service now forms and reports for correct mapping of the objects and data correctness.

Environment: Service Now, Performance Analytics Asset Management, Incident Management, AWS, Problem Management, HTML, Java script, CSS, JQuery, Self Service Portal

Confidential ,Philadelphia, PA

Sr. Service Now Developer/Admin

Responsibilities:

• Worked with business owners and stakeholders to translate business requirements into functional requirements within service now and proposing resolution.
• Analyzed and fully understood user requirements and current procedures in order to improve system capabilities, automate process workflows and address scheduling limitations throughout the development and delivery of the Service Now roadmap.
• Involved in providing the design solution, processes solution and technical methodologies to meet customer requirements.
• Created Knowledge Articles, Mentored and trained business users & Helpdesk users on Service Now platform.
• Worked on Service Now modules like Incident Management, Change Management, Service Catalog, Reporting and few other custom applications.
• Worked on PPM reports and dashboards as per business requirements.
• Coordinated Service Now environment/form back-end customizations. Notified clients and updated Documentation.
• Worked on JDBC Extracts, SQL queries, Data sources, external connectivity using SN data source, Web services and Email integrations.
• Designed many catalog items out of which few catalog items involve integration using SOAP Web services, Restful API.
• Worked on integration technologies such as SOAP, SCCM, HTTP, Web services, SSO, LDAP and MID Server.
• Implemented end-to-end Service Catalog, Incident Management, Configuration Management (CMDB) & Asset Management (ITAM), Change Management and Release Management with Knowledge of Content management.
• Developed UI forms, fields, notifications, SLA workflows and JavaScript server/client code.
• Responsible for monitoring the ITIL Service delivery via process mapping audits and designed the procedure. Used auto-discovery process to discover business services to manage service health and their dependencies, resolved issues with auto-discovery process.
• Configuration of Email Notification and Alerts to notify users about specific activities in the system.
• Provided support for service now by troubleshooting functional issues, implementing bug fixes and performing root cause analysis.
• Constructed Data Sources from several external applications, scripts to resolve approaching information and changes into Service now.
• Did Root Cause Analysis for the incidents and interruptions in process flow and applying fix for the same within the SLA duration.
• Prepared Deployment checklist and Test case document preparation for each deployment.
• Providing support during the UAT process and postproduction deployment.

Environment: Service Now, ServiceWatch, Performance Analytics Asset Management, Incident Management, AWS, Problem Management, HTML, Java script, CSS, JQuery, ServiceNow Portal

Confidential ,Chicago, IL

Service Now Developer/Admin

Responsibilities:

• Collaborated with business users to define, analyze and understand technical requirements.
• Assisted business units in the development of systems requirements and functional specifications.
• Translated business requirements into Service Now oriented technical/procedural requirements.
• Ensured project scope and objectives are accomplished within the prescribed time frame and funding parameters.
• Designed Workflows and worked on CMDB and Asset Management, Service Catalog, Workflow Design and Configurations.
• Created various SLA as per client requirement with the Incident Management applications.
• Collaborated with Technology Service Desk and Service Management to evaluate requests to change, customize, and configure service now.
• Developed Page layouts, Navigations and presented designs and concepts to the clients for the management to review.
• Developed the webpages that included jQuery, JavaScript and AJAX.
• Developed web presentation layer using JQUERY, HTML and CSS according to internal standards and guidelines.
• Designed web applications using CSS and with the help of tags as per W3C standards.
• Developed solutions using web services, SOAP, JavaScript and other web technologies to integrate Service now with internal/external systems and tools.
• Tracked Incident from Opening to Closure, with timely communication to business.
• Communicated with Business Clients and first point of contact/interface for application issues and outages between Business and Technology Team.
• Adjusted Service now import sets and transform maps accordingly to ensure data entering service now tables match the company outlined requirements.
• Documenting and defining data models for IT Service Catalog.
• Hands on experience in maintaining CMDB while tracking the record of configurations stored in CMDB.
• Extensively used JavaScript to write business rule, client scripting, UI actions and for the client validations.
• Worked on Orchestration to automate the top and frequently used service requests.
• Exposure to new plugins like incident alert management, orchestration and structured problem analysis.
• Promote and support the deployment of Service Management processes to all groups interacting with the Service Catalog
• Coordination with BMC on known bugs/issues and apply bug fixes/service packs.

Environment: Service Now, ServiceWatch, Asset Management, Incident Management, SCCM, Casper, Problem Management, Fire eye, HTML, CSS, MS SQL server 2008, PowerShell, Jelly Script, ServiceNow Portal

Confidential , Houston, TX

UI developer

Responsibilities:

• Web design and development, application development using HTML, JavaScript and Bootstrap.
• Designed dynamic and multi-browser compatible pages using HTML5, CSS3, SASS, Bootstrap, JQuery, Angular JS, AJAX, PHP and JavaScript.
• Responsible for ensuring the pattern consistency across all pages.
• Responsible for design and development of the web pages from mock- ups.
• Responsible for creating the screens with table-less designs meeting W3C standards
• Applied JQuery scripts for basic animation and end user screen customization purposes.
• Used AJAX and JSON to make asynchronous calls to the project server to fetch data on the fly.
• Developed the User Interface usingHTML 5, SASS, JavaScript, JQuery, PHP and AJAX.
• Built a cross-browser graphics library using SVG and Canvas.
• Developed and implemented UI controls and APIs with Ext JS.
• Developed the various feature of the application using front end technologies likeBackbone JS and React.Js.
• Using AngularJs created custom directives for data manipulations and to display data in company standard format inUI.
• Designed flash plug-ins for including different functionalities and content.
• Developed new reports and chart interface components usingHigh ChartsAjax API.
• Developed several REST web services supporting both XML and JSON to perform tasks such as remote thermostat and demand-response management. REST web services leveraged by both web and mobile applications.
• Maintained high level of unit test coverage through test-driven development.
• Designed XML files for maintaining contents like video, images and audio and display them in flash application.
• Created web pages using CSS Image Sprites.
• Creating and implementing Master Classes in Action script 3.0 (based on MVC) for the application.

Environment: HTML5, CSS3, SASS, JavaScript, JQuery UI,AJAX, JSON, AngularJS, Ext Js, Bootstrap, PHP,RESTful Web Services,XML, Highcharts.

Confidential

UI Developer

Responsibilities:

• Involved in development as part of UX team to continuously accommodate changing user requirements.
• Responsible for translating designs and concepts into highly usable and engaging web applications using a variety of technologies Implemented presentation tier using HTML, CSS by utilizing the mock-ups that were created by the design team.
• Converted business requirements into technical requirements in preparation of High level design Document and Functional specifications.
• Developed screen functionality using HTML, CSS, JavaScript across entire application that controls color, Layout, width, height, font size, images size and accomplished other graphic related features.
• Used AJAX for implementing part of the functionality for Customer Registration, View Customer information modules.
• Developed UI using JavaScript, HTML, CSS, JavaScript validations and XML.
• Created both client and server side validations.
• Written CSS to provide a table free layout of the user interface screen.
• Used MS Visio, Dreamweaver and Photoshop tools for web application development.
• Developed front-end UI pages and necessary backend classes to support data access and us.

Environment: HTML, CSS, JavaScript, JAVA, J2EE.