SUMMARY

• Worked in two end to end implementations of Service Now.
• More than 3 years of IT experience in Configuring Applications using ServiceNow tool, used in ITIL Management. Strong understanding of ITIL V3. Deep functional and technical knowledge of the Service Now platform as well as experience delivering medium to large - scale Service Now implementations.
• Experience in Installation and Configuration of different modules of Service-Now.
• Hands-on experience in technical implementation of Incident Management, Problem Management, Change Management and Service Catalog.
• Created Knowledge articles & mentored & trained business users & Helpdesk users on ServiceNow platform.
• Participated in workshops with ServiceNow partner teams to help companies implement Service Now using best practices in ITSM.
• Configured Event Management (ITOM) by configuring Connector Instances and Connector Definitions.
• Configured ServiceNow discovery and orchestration
• Performs integrations and process automation usingServiceNowOrchestration.
• Responsible for the implementation of ServiceNow ITSM suite, Discovery, CMDB, Event
• Experienced in Service Now EventManagementby configuring Event Mapping Rules, Event Transform Rules, Alert Rules, Incident Templates.
• Worked on Discovery and set up mid servers and check for the connectivity, Became an expert in troubleshooting Discovery tool.
• Installed and configured collectors, configured credentials and built service watch dashboards in Service watch
• Hands on experience in web development using HTML, JavaScript and CSS.
• Experience in software analysis, design, development, testing and implementation of web centric, object oriented, Intranet/Internet enterprise applications using Java/J2EE technologies.
• Development experience adhering with SDLC processes like Waterfall, Agile, Test Driven Development
• Functional knowledge and implementation experience of IT Service Management (ITSM) frameworks and demonstrated project management skills and experience working directly with customers and clients.
• Leveraging knowledge and experience to deliver end-to-end methodologies within Service Now, which includes architecting technical implementation of IT Infrastructure Library (ITIL) processes, organizing and prioritizing development effort, interfacing with vendors and management, and coordinating effort of administrators.

TECHNICAL SKILLS

ITIL: ITSM, ServiceNow, JavaScript, HTML, CSS.

Programming Languages: C, C++, Java, ASP.Net(C#), JEE, SQL, PL/SQLScripting Languages: JavaScript, HTML, CSS, Ajax, XML

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

Databases: Oracle 10g, MySQL

Database Tools: SQL Client, TOAD, SQL Developer

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

IDE: Eclipse, Net Beans, TOAD

Tools: and Packages: Powerpoint, Log4j, TOAD, MS Office, Dreamweaver

PROFESSIONAL EXPERIENCE

Confidential

ServiceNow Developer/Admin

RESPONSIBILITIES:

• Implemented the Change Management in ServiceNow with different workflow conditions. Customized the workflow for different scenarios and configured various email notifications.
• Created multiple scheduled jobs that run periodically to send automated email notifications and close the tickets.
• Created custom roles for users to be able to view changes and work on those changes and also be able to provide their input on the Change ticket.
• Created custom Risk assessment that triggers from the CI selected on the Change. Modified workflow for Normal, Emergency, Expedited and Standard changes.
• Helped in modifying the LDAP integration to capture the User ID from the AD and populate the same in ServiceNow.
• Worked on CMDB and Discovery to populate the CI data in the system and established relationships between the CI's.
• Helped with high level mapping of the CI's with Business Services that helps in calculating the risk for a specific change.
• Worked on excel documents and modified them and later imported that data into ServiceNow using transform maps.
• Implemented various modules of ServiceNow including Change and Incident Management.
• Utilized best practices in ServiceNow for creating various workflows for Change Management process while keeping the existing workflows intact.
• Created several inbound email actions to create, update and delete existing incidents based on the emails received.
• Worked on Service portal to create customized views for users based on roles and directed users to portal on log in when they have no roles.
• Worked on reporting and generated several reports that get generated automatically and sent over to different groups.
• Created several catalog items and order guides in Service Catalog and created rule bases to attach rules to the catalog items.
• Developed both mobile and desktop version of the Service Portal using customized scripts and enhanced the user experience for end users.
• Created scheduled jobs to execute jobs that transfer the data from one instance to another instance.
• Experience working on Dashbaords and adding gauges to the dashboards.
• Help the team in migrating prod data over to dev and maintained the instances.
• Worked on Tierpoint integration using SOAP Web Services to send the incident data over to Servicehub and vice versa both wile inserting and updating the incident.
• Worked on Alige and Scrum methodologies and participated in daily calls to keep the team updated.

Confidential

Service Now Developer

RESPONSIBILITIES:

• Implemented ServiceNow platform and it’s functionalities and helped the organization migrate from Servicehub to Service Now.
• Worked on Single Sign On using JIT User Provisioning for users to access ServiceNow through IDP login.
• Created Service Portal for end users and made several enhancements to it to improve usability and interface.
• Provided solutions to the team and helped them in achieving complex tasks.
• Designed CMDB Data model and Implemented Configuration Management Database(CMDB) from scratch by using ServiceNow Discovery.
• Worked with the Network team on planning MID server deployment to cover the whole Data center environment, gathering credentials from the Open Systems team and Installing MID servers.
• Worked on major customization to create the relationship from servers to business applications.
• Implemented asset management by using procurement to the decommission/retirement.
• Clones sub production instances with production instance to have constant synchronization.
• Upgraded ServiceNow instance from Helsinki to Instanbul and developed several test cases to check the functionality of existing processes.
• Worked on Knowledge base from the scratch and developed two separate creation processes for Knowledge and MSG.
• Highly involved in discussions with Process Owners of different teams for bringing their process into ServiceNow.
• Worked on various integrations to establish connection between ServiceNow and third party applications.
• Worked on various modules of Service Now which include Incident, Change and Problem Management.
• Worked on Service Catalog and developing various order guides and record producers and created several ui policies and catalog client scripts.
• Designed a portal, to provide end users ease of access while creating requests. Made several enhancements to the portal based on the feedback received from users.
• Helping the Content Management(CMS) team in designing the portal and showcasing it into a user friendly environment.
• Writing custom scripts for automating the process and integrating the service with external applications.
• Interacting with various areas in the system to develop the organization and to enhance the use of various applications.
• Scheduling various jobs that run automatically and are triggered whenever needed.
• Created various front end forms, and associated Client Scripts, UI policies, including advanced customizations that require modification of UI Pages/Macros.
• Loading the data into Service Now using Transform Maps, whenever information is received from external sources.
• To make the process much simpler, I have created various workflows and associated them to respective tables to ensure smooth working process.
• Creating and developing roles in dev environment which can be assigned to users based on their functionality thus restricting their access to the entire system of Service Now and giving them limited access based on the requirement.
• The scripting and integrations that I have done in my project were handy all the time and easily understandable by all the members of the team.
• Worked on HELSINKI which by far is the latest upgrade in ServiceNow.

Confidential - Dallas, TX

Front End Developer

RESPONSIBILITIES:

• Worked on front end pages that were developed in a professional manner using HTML, CSS, JavaScript, and JQUERY.
• Developed web pages with functionalities like login, register, forget password, Email, Filters using JavaScript, jQuery and HTML.
• Developed and implemented user interfaces as per latest W3C standards.
• Worked with designer who designed user interfaces and prototypes for a web - based internal system.
• Used JavaScript to update a portion of a web page thus reducing bandwidth usage and load time in web pages to get user input and requests.
• Used JQuery core library functions for the logical implementation part at client side for all the applications.
• Developed client side validation code using JavaScript and JQUERY.
• Responsible for creating the look and feel of the public website.
• Involved in developing HTML and JavaScript for client side presentation and, data validation on the client side with in the forms.
• Developed Date Time Picker using Object Oriented JavaScript extensively.
• Involved in fixing Front-End issues with the layouts.
• Designed PDF, Excel and Print previews for all the reports in the application using HTML, JavaScript and SQL Stored Procedure.
• Coded JavaScript for page functionality and Pop up Screens and used HTML to make dropdown menus on web pages and display part of a web page upon user request.
• Actively used XML documents and transformations for creating templates with dynamic data from XML file.
• Creating cross-browser compatible and standards-compliant CSS-based page layouts.
• Extensively used/modified JQUERY to perform AJAX calls for creating interactive web pages on JSON response.
• Developed cross-browser pages using CSS, HTML, DHTML, and JavaScript.
• Coded pages with best Search Engine Optimization (SEO) techniques.
• Worked with backenddevelopersto convert HTML/CSS non-functional pages into dynamic JSP pages.

Environment: Servlets, JSP, Java Script and HTML, XML and SQL, CSS, JQUERY, AJAX.