PROFESSIONAL SUMMARY:

• Around 7 years of experience in IT Industry with more than 4 years of experience as a ServiceNow developer and administrator.
• Certified ITIL Foundation and ServiceNow Administrator.
• Involved in creating Widgets for the User Service Portal.
• Hands on experience on various IT Services modules of Service - Now tool like Service Catalog Requests, Asset Management, Configuration Management, Service-Now Administration, Incident and Problem Management, Knowledge Management, Project Portfolio Management, Reporting, Gauges, Integration with Web Services.
• Design and configuration experience in ITSM and customizing the applications using Java script, AJAX and HTML in ServiceNow.
• Hands on experience in Email Integration, LDAP integration, External Web services Integration (both SOAP based and REST based) in ServiceNow.
• Involved in making customizations to Facility Request Management module.
• Expertise in configuring / maintaining / customizing ITSM.
• Experience in working on the ITIL Process Configuration like Change Management and Knowledge Management and Reporting in ServiceNow.
• Extensive knowledge and experience in implementation and administration of ServiceNow Asset Manager.
• Good experience in building and managing HR Case Management module.
• Experience in working with the workflows in ServiceNow for Service Catalog using workflow editor
• Worked on Common Request System, Problem Tracking, Time Tracking System, Remedy application projects. 
• Developed and maintained applications in Remedy Action Request System (9.x, 8.1x) 
• Good knowledge of CMDB and Asset Management Services. Good in defining Configuration item relationships.
• Extensive experience in Business Rules, UI Actions, UI Policies, Client Scripts.
• Experience in configuring Data Dictionary, Validation Scripts for the fields with in the ServiceNow forms .
• Experience in working in AGILE based development environment and participating in Scrum sessions.
• Experience in Legal Service Management application
• Supported the IT team responsible for the implementation and administration of the ServiceNow implementation , including managing system configurations, gathered and documented user and process requirements, developed workflow customizations.
• Knowledge in object oriented analysis design and application development.
• Worked on LDAP and SSO integrations.
• Work effectively with others in a team environment & Lead various projects.
• Strong verbal, written and interpersonal communication skills.

TECHNICAL SKILLS:

ITSM Tools: Service-Now, ITSM Suite

Programming Languages: C, C#, HTML, HTML5, XML, CSS, CSS3, JavaScript, SQL, Jelly Script, JQuery, Angular JS.

Tools: SQL DEVELOPER, SQL Client, NETCOOl.

Databases: Oracle TOAD, Oracle 10g.

Web Technologies: AJAX, JSP, JDBC, EJB, JDBC, Servlets, MVC, Web Services

Application Servers: Apache Tomcat, WebLogic

Operating System: UNIX, Windows 2000/XP/7/8

PROFESSIONAL EXPERIENCE:

Confidential, Bellevue, WA

ServiceNow Administrator/ Developer

Responsibilities:

• Working on various modules of ServiceNow  which include Incident, Change and Problem Management. 
• Interacted with Stakeholders, Users and Customers for gathering requirements to arrive at design solution. 
• 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. 
• Manages data with Tables, the CMDB, Import Sets, and Update Sets.
• Customized the Project Portfolio Management (PPM).
• Worked on PPM reports and dashboards as per business requirements.  
• Created suggested relationships for configuration items in CMDB.
• Made changes to the Knowledge Base Module as per the Networking Team’s requirement.
• Created, Published and reviewed knowledge articles.
• Involved in creation of reports, dashboards in  ServiceNow . 
• Configured PPM suite and worked on the Customization of the project management 
• Created various front-end forms, and associated Client Scripts, UI policies , including advanced customizations that require modification of UI Pages/Macros .
• Involved in making customizations to Facility Request Management module.
• Involved in designing the portal and showcasing it into a user-friendly environment.
• Performs core configuration tasks including system policies, business rules and client scripts.
• Worked with reporting and configuring service level agreements (SLA’s).
• Strong knowledge of the server side scripting Business rules and Script Includes .
• Created notifications based on user requirements and configured inbound email actions to create incidents or requests. 
• Developed Complex workflows in Service Catalog for interaction with Third Party Sources .
• Handling Production support tickets and assigning them to appropriate teams.
• Developed solutions using JavaScript, Web Services, REST and other web technologies to integrate ServiceNow  with internal/ external systems and tools. 

Environment: ServiceNow Helsinki, LDAP integration, AngularJS, Form Creation, AJAX, jQuery, XML, Jelly script, JavaScript, CSS3, REST, HTML5.

Confidential, Foster city, CA

ServiceNow Administrator/ Developer

Responsibilities:

• Involved in LDAP integration with ServiceNow for obtaining users and groups.
• Development of Service  catalog which includes creating new catalog items, designing workflows and execution plans. 
• Worked on change management module by enhancing the tool to the stakeholders and made it easy to understand. 
• Loaded Configuration Items (CI) from Excel files into Service Now using import sets and Transform Maps . 
• Implemented Legal Service Management application and made changes to it as per company rules and regulations.
• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service  Catalog , CMDB in ServiceNow 
• Involved in cloning activities like raising the request for cloning and excluding some tables to not come under cloning. 
• Created different Catalog views for different user group.
• Designed new Workflows and modifying the existing workflows according to new requirements.
• Performed mapping using ServiceNow Service Watch .
• Extensively worked on CMDB, Configuration Items (Ci’s), CI relations and Mid Server.
• Configured multiple forms for Asset module using Configuration Management Database .
• Imported Configuration Items (CI) from third party applications using import set tables.
• Experience on CI reconciliation to relate all available CI’s.
• Configured SLA implementation in Incident and service Catalog management based on user defined parameters. 
• Configured Integration Web Services .
• Worked with the IT team responsible for the implementation and administration of the ServiceNow installation , including managing system configurations, gathered and documented user and process requirements, developed workflow customizations, and performed quality assurance testing and user acceptance testing .
• Worked with process owners and Business  stakeholders to translate the Business.  
• Worked on REST API as a third-party application for Integration.
• Involved in implementing and maintaining the ServiceNow  platform to meet the Business processes and support ITIL .
• Working in AGILE based development environment and participating in Scrum sessions.
• Designed user Interaction screens using HTML5, CSS3, JavaScript, jQuery AJAX and JSON. 
• Involved in upgrade from Fuji to Geneva.
• Resolving typical Users access and roles issues by checking active directory and users table.
• Involved in redesigning the workflows using ServiceNow workflow editor.
• Pulling reports and scheduling the reports as per the client requirement in ServiceNow

Environment: ServiceNow Geneva, LDAP integration, AngularJS, Form Creation, AJAX, jQuery, XML, Jelly script, JavaScript, CSS3, REST, HTML5.

Confidential, Montgomery, AL

ServiceNow Developer

Responsibilities:

• Perform day to day administration of the Service-Now tool. Maintain business services and configuration item relationships in ServiceNow tool.
• 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.
• Writing Data Sources, transform maps and properly analyzing Coalesce to avoid duplicates.
• Involved in Maintaining ACL’s, Users groups and roles.
• Manages data with Tables, the CMDB, Import Sets, and Update Sets.  
• Created suggested relationships for configuration items in CMDB.
• Made changes to the Knowledge Base Module as per the Networking Team’s requirement.
• Created, Published and reviewed knowledge articles.
• Created and Tracked support cases with ServiceNow.
• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service  Catalog , CMDB in ServiceNow 
• Created client scripts/UI policies also with a lot of high-level customizations like attaching a custom event and DOM-injection with jQuery and Prototype.
• Experience on CI reconciliation to relate all available CI’s.
• Configured SLA implementation in Incident and service Catalog management based on user defined parameters. 
• Built forms from scratch along with advances customizations at the level of UI Macros/UI Page as per the complex requirements.
• Worked with business analyst to create and modify service catalogs and request workflow designs.
• Expertise on defining workflows in service catalog items, Approvals and Dynamic tasks in ServiceNow.
• Created and loaded catalog items and record producers.
• Created many standard workflows which are being re-used and propagated and handled many custom events.
• Setting up Configuration Management from scratch defining the CI classes and their relationships.
• Good understanding of web services with SOAP/ XML/ WSDL and HTTP Request Methods.
• Preparing implementation plan for every release in ServiceNow and provide walkthrough to the entire team to execute the steps.
• Working in AGILE based development environment and participating in Scrum sessions.
• Designed user Interaction screens using HTML5, CSS3, JavaScript, jQuery AJAX and JSON. 
• Managed all Change Management information (ServiceNow). Configured multilevel approval workflow for the change request.
• Excellent knowledge on setting up the Change Management along with advanced customizations for Risk Assessment Calculator (on a script include level).

Environment: ServiceNow Fuji , Client Scripting, Business rules, Email Notifications, LDAP Integration, SQL, Web Services, SOAP & REST integrations, XML, HTML, Java Script.

Confidential

ServiceNow Administrator/ Developer

Responsibilities:

• ServiceNow implementation and Data Integration.
• Integration of Service Now with BMC Remedy.
• Worked with process owners and business stakeholders to translate business requirements into functional requirements within ServiceNow.
• Involved in various ServiceNow customizations as per client's requirement.
• Collect, review, analyze, CMDB data and provide best practice documents and deliverable of recommendations to improve CMDB management .
• Integrate manually collected CI information into the CMDB and identify relationships between CIs to create an accurate Business Service Map.
• Worked on LDAP integrations.
• Configuring Integration Web Services with using REST Web Service .
• Implementation of Custom Applications, Modules, Tables and Views as per client's requirement.
• Involved in migration between various ServiceNow instances using Update Sets.
• Designed, developed, and maintained the report portal that provides user access to scheduled reports and report parameters.
• Involved in configuring the Business Rules, Client Scripts, UI Policies, Data Policies in the ServiceNow.
• Involved using Discovery to load configuration information to CMDB.
• Assist in the import of configuration and asset management.
• Created server side scripts and client side scripts, script includes, scripted Web Services.
• Implementation, customization and configuration of different Service Manager Modules like Change Request, ESS, Service Desk, Service Catalog, Problem and SLM.
• Worked on loading the data into ServiceNow using import sets.
• Worked in production support for all the Service-Now and report related issues.
• Defined SLA, OLA and Contract for the customer.
• Imported Configuration Items (CI) from third party applications using import set tables.
• Experience in configuring email notifications in ServiceNow.
• Created various workflows for Incident Management, Change Management, Service Requests and SLA's.
• Involved in testing reports for correct mapping of the objects and data.
• Implemented Social IT and Chat Application for the end user support.

Environment: ServiceNow Eureka & Fuji , Client Scripting, Business rules, Email Notifications, LDAP Integration, SQL, Web Services, SOAP & REST integrations, XML, HTML, Java Script.

Confidential

Remedy Developer/ Administrator

Responsibilities:

• Gathered requirements from various business groups/users. Analyzed and evaluated these requirements within ITIL framework and industry best practices 
• Installed and configured  Remedy Change Management application. 
• Worked on Common Request System, Problem Tracking, Time Tracking System, Remedy application projects. 
• Created and maintained documentations such as Functional design documents , detailed design documents, data flow diagrams, data entity relationships documents for all the internal projects. 
• Extensively involved in creating  Remedy Forms, Active Links, AL Guides, Filters, Filter Guides, and Escalations for work flow.  
• Developing change management for data load. 
• Designing and development of AI's through atrium integrator and work flow for loading CI's, creating Impacted Areas and change approval. 
• Design, develop and negotiate performance standards for Change Management. Prepare performance reporting documentation for management. 
• Developed and maintained applications in Remedy Action Request System (9.x, 8.1x) 
• Performed Customizations in the BMC Remedy IT Service Management (ITSM) Application 
• Involved in installing and configuring  Remedy Approval server and integrated with our internal application by defining various roles and rules of the approval server. 
• Created various Crystal Reports such as Monthly reports, SLA Reports etc., on Demand as well as Scheduled reports. 
• Extensively involved in the customization of Remedy Helpdesk Application 5.6 for the support center department.
• Built custom Remedy workflow, forms, reports and filters design and development to meet specified requirement. 
• Partnered with internal teams to interface the CMDB with other processes to enhance trend analysis and roadmap planning. 
• Integration of third party web application with remedy through inbuilt Remedy web services. 

Environment: Remedy ARS 4.x, Remedy Import, Windows 2000/XP, MS SQL Server 2000.

Confidential

UI 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.
• Extensively used/modified JQUERY to perform AJAX calls for creating interactive web pages on JSON response.
• 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.
• 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.
• Developed cross-browser pages using CSS, HTML, DHTML, and JavaScript.
• Designed applications that execute on various browsers such as Internet Explorer, Mozilla Firefox, Google Chrome, and Opera using various debugging tools like Firebugs/IE Developer Tools.

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