SUMMARY

• IT professional with 6 years of relevant experience in the field of ITSM and Java/J2EE. Extensive knowledge and experience in implementation of ServiceNow.
• Over 4 years of experience as a ServiceNow Developer/Administrator; Over 2 years of experience as Java/J2EE developer.
• Functional knowledge and implementation experience of ITSM frameworks.
• Experience in Integration using Web Services and Import sets.
• Design and Implementation of service requests through service catalog in service now.
• Experience on various IT Services of Service - Now tool like Incident and Problem Management, Service Catalog Requests, Configuration Management, Knowledge Management, Reporting, Asset Management, Integration with Web Services.
• Handled service Catalog and Request Workflow Design and Configuration.
• Knowledge on creation of workflows for Service Catalog items in Service-Now.
• Experience in integrating tools in ServiceNow or other similar tools using web services, email etc.
• Good knowledge of CMDB and Asset Management Services, Business Services and Configuration item relationships.
• Configured CMDB by integrating SCCM, HPSM and various CI tools.
• Developed UI Actions, script includes and Business rules for over all platform.
• Creating scheduled tasks, monitoring the ticket queues and generating statistics.
• Working knowledge of Knowledge articles, incidents, CMDB and dictionaries.
• Created catalog items, workflows, inbound emails actions and update sets for service requests.
• Experience in web development and application development using HTML, JavaScript and CSS,J2EE also worked on system testing.
• Knowledge on LDAP integrations. Very good understanding of Integration with these varieties of protocols: SOAP, JDBC, and ODBC.
• Creating scheduled tasks, monitoring the ticket queues and generating statistics.
• Created Buttons and context menus both on form and lists using UI actions.
• Experience in development of web applications using java technologies (Core java, Servlets and JSP), spring, Hibernate and Web services.
• Experience in J2EE Design Patterns, Hibernate Framework, Spring Framework.
• Experience in using Tomcat, Maven and Eclipse.
• Design and development of system, based on J2EE specifications. Used J2EE design patterns for developing web applications and agile methodology.
• Implemented AJAX, web 2.0 functionality in to the web pages for client validations and user interactivity.
• Used HTML5, JQuery, AJAX and JavaScript to build the front end web pages.
• Created Web services using REST, SOAP, Datapower, WSDL, and XSD.
• Used and implemented the JSF framework and developed web applications.
• Implemented Hibernate to persistence layer. Created XML mapping to the tables.
• Implemented MVC struts framework, developed form java beans, action mapping and action classes.

TECHNICAL SKILLS

Languages: JavaScript, SQL, Java, J2EE, HTML, XML, C, C++

Application Servers: WebLogic server, Apache,IIS 5.0,Tomcat

ITSM Tools: ServiceNow, ITSM Suite, HP Service Manager, HP Asser Manager, IBM Tivoli

Web Technologies: JDK 1.4, HTML, XML, DHTML, MSXML, ASPX

J2EE Technologies: Servlets, JSP, JDBC, RMI, JMS, JTA, JNDI, JMX, EJB, Applets and swing components, AWT

Operating Systems: Windows 7, WINDOWS 8,Windows 2008/XP, UNIX, LINUX, PL/SQL

Databases: Oracle 10g, SQL Server 2005, My SQL

PROFESSIONAL EXPERIENCE

Confidential, Wethersfield, CT

ServiceNow Administrator/ Developer

Responsibilities:

• Worked closely with the broader ITSM organization, striving for consistency and designing best practices throughout the ServiceNow tool including configuration, system upgrade and system testing and availability.
• Discussed the business requirements with clients and documenting them into process requests.
• Responsible for the Service Nowtool administration module and creation of new Users, Groups, Roles, IT Services, Application, Business Services, Routing rules and Blackout Freeze rules.
• Created many scripts which includes, Business rules (server side code) and also modified OOB.
• Created many standard workflows which are being re-used and propagated and handled many custom events.
• Designed and Implemented service requests through service catalogue in service now.
• Built forms from scratch along with advances customizations at the level of UIMacros/UI page as per the complex requirements.
• Developed SLA and reporting and defined the process for each service request
• Created Buttons and context menus both on form and lists using UI actions
• Knowledge on LDAP integrations. Very good understanding of Integration with these varieties of protocols: SOAP, JDBC, and ODBC.
• Setting up Configuration Management from scratch defining the CI classes and their relationships.
• Worked on maintenance and trouble shooting in vmWare vRealize Automation(VRA).
• Created complex transform scripts in transforming the data into the SNOW database.
• Analysed various problems and created new solutions and new techniques.
• Developed UI Actions, script includes and Business rules for over all platform
• Creating scheduled tasks, monitoring the ticket queues and generating statistics.
• Working knowledge of Knowledge articles, incidents, CMDB and dictionaries.
• Created catalogue items, workflows, inbound emails actions and update sets for service requests.
• Assisted in Release Management during product and patch releases and managed documents and verified the changes.
• Create generalized framework for repeating problems and incidents.

Confidential, Dover, NH

ServiceNow Administrator

Responsibilities:

• Configured Workflow, Application UI and Customize ServiceNow applications
• Perform minor enhancements requests to the client’s ServiceNow instances, including changes to the user interface, system properties, foundation content, and modifications to existing workflow.
• Maintenance and continuous improvement of the process, standards, policies, working methods, and tools.
• Knowledge and understanding of ITIL framework.
• Experience in ServiceNow ITSM modules likeIncident Management, Problem Management, Configuration Management, Change Management, Knowledge Management.
• Software development in JavaScript, Java, PERL, and one or more of Web Services, MYSQL, XML, HTML, CS.
• Experience in implementing ServiceNow ITSM modules and also ServiceNow Scripting/dev experience.
• Exposure to ServiceNow platform capabilities and tools like Discovery and Orchestration andother applications like HR, GRC etc.
• Relevant experience of software development and implementation of ServiceNow in a commercial environment.
• Participation in the full software development life cycle phases like Analysis, Design, coding, Testing, Training and Operational Support.
• Worked with IT and Business teams to develop and enhance ServiceNow capabilities.
• Responsible for UI, Workflows and application development activities.
• ServiceNow customizations including, Client Scripts, UI policies, UI Actions, Script Includes, Business Rules, Workflow administration, report setup, and data imports.

Confidential, Chicago, Illinois

ServiceNow Developer

Responsibilities:

• Worked collaboratively with Incident, Change, Problem, Asset, and Configuration Managers to support the resolution of any issues or incidents encountered in external systems or processes
• Understood the technical and functional design requirements for ServiceNow
• Used Mid server, web services, email and other relevant technology to integrate tools with ServiceNow
• Bug fixing of Service Manager and Asset Manager different versions
• Designed and implemented new functionality using Business Rules, UI Policies, and Access Lists etc
• Worked on the integration of ServiceNow with Siebel, integrated Service Catalog and Incident module
• Created workflows and web prototypes for client engagements
• Created various designs, codes and test technical solutions for ServiceNow implementations
• Assisted in enforcement of development deadlines
• Service Catalog and Request Workflow Design and Configuration
• The service we also provide to clients is a semi managed service for administering their Service desks that has been implemented. This includes various administration tasks within Service desk software
• Responsible for supporting, programming, configuring and customizing the ServiceNow tool, specifically the modules used by the IT Service Desk
• Designed many email templates by using html and jelly scripting and used them in notifications
• Created data sources and loaded the Service-Now tables with different data formats
• Created transform maps both automatic field mapping and scripting
• Working with client and functional requirements within ServiceNow.

Confidential, Oakland, CA

ServiceNow-Developer/Admin

Responsibilities:

• Performed installation and testing of provided updates and new releases.
• Worked with business users to identify and refine business requirements and workflows.
• Reporting to include data extraction, import/export data, publishing, distribution, cataloging, report scheduling.
• Expertized on ServiceNow Discovery module, and also comfortable in deploying discoveries in a multi-datacenter environment.
• Good knowledge in Java & java script programming skill.
• Worked in the development of various forms using SQL development Skill.
• Strong knowledge of relational databases and SQL
• Very large scale Web software development experience HTML and XHTML, XML, CSS Strong AJAX development experience to include; familiarity with system programming and web protocols.
• Understanding of IT service management and the ITIL business process.
• Maintained service level agreement (SLA) and monitor an SLA workflow.
• Created new service catalog requests and items with variables.
• Created, monitored, modified, and publish service catalog workflows with approvals.
• Created and have used update sets to move and customized between systems to Search, populate and customize the knowledge base.
• Created an access control rule (ACL).

Confidential

Java Developer

Responsibilities:

• Developed the application according to the MVC architecture.
• Presentation tier was implemented using JavaServer Pages.
• Implemented Struts to direct user requests to a controller servlet, which determined the nature of the request and passed it off to the appropriate handler.
• Used Multithreading to keep shared resources thread safe.
• Used various concepts of Core Java in Business and Data access layers
• Implemented Common Framework Classes and Custom Exception classes.
• Used JavaScript as scripting language for UI.
• Wrote DAO objects to access the Oracle database.
• Worked extensively in PL/SQL based Stored Procedures.
• Worked with the Java Mail API and used POP and SMTP protocols.
• Participated in the code reviews and involved in the performance increase on back end procedures

Environment: Java, J2EE, JSP, Servlets, JDBC, Struts, JSTL, JavaScript, AJAX, Websphere Application Server 5.0, WSAD, XML, PL/SQL, Oracle 9i, Rational Suite, CVS Repository.