PROFESSIONAL SUMMARY:

• Over 7+years of experience in IT with over 4 years of good experience on ServiceNow developer and admin
• Extensive experience on technical implementation of various ServiceNow modules such as Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management, Asset management, Service Discovery.
• Knowledge in Design and development of CMDB (Configuration Management) in ServiceNow
• Develop solutions in the ServiceNow platform that are sustainable and ITIL compliant, identify and define business solutions for ITIL users
• Generated Java Scripts to create Business Rules, Client Scripts, UI Policies and UI Actions
• Experienced in complex transform scripts in transforming the data into the SNOW database
• Expertise in doing CMDB bulk data, load data reconciliation with the help of transform map and transform script
• Extensively worked on Business Objects Administration, uploaded the reports and created users helped clients with thoughtful experience and excellent communication skills with outstanding skills in problem solving and analysis
• Good experience on working different ServiceNow versions like Fuji, Geneva, Helsinki.
• Excellent knowledge in Configuring Email Notifications and Scripting Inbound Email actions .
• Functional knowledge and implementation experience of IT Service Management (ITSM) frameworks.
• Excellent work ethics, self - motivated, quick learner and team oriented.
• Hands on experience in developing CMS in Service Now
• Developing different reports like bar charts, pie charts, list reports and scheduling reports
• Creating catalog items and creating record producers in service catalog
• Strong experience in working on user interface applications and professional web applications using HTML, CSS3, JavaScript, JQUERY, Jelly and XML.
• Excellent experience in ServiceNow Administration and on Client and Server side Scripting.
• Good experience in SDLC like Waterfall and Agile methodologies.

TECHNICAL SKILLS:

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

ITSM TOOLS: ITSM suite, ServiceNow

Methodologies: Waterfall, Agile Methodology

Database: SQL, PL/SQL

Environment: Windows 7/98/2000/2003/ XP/NT/XP and Windows NT, LINUX, UNIX

Ticketing Tools: ServiceNow (Incident, Problem, Change, Knowledge, Reports and CMDB)

PROFESSIONAL EXPERIENCE:

Confidential, San Francisco, CA

ServiceNow Developer/ Admin

• Creating custom Notifications for Incident/Change/Catalog Request. 
• Creating ACL's for tables/forms/modules and managed user/group roles. 
• Implementation of Incident, Change and Problem management modules in Geneva. 
• Involved in implementing Fuji to Geneva Upgrade. 
• Build workflows from service owner requirements including requests, request items and tasks.
• Creating UI Actions, UI Policies and Created roles, views and user groups pertaining to the use cases. 
• Loading external data using Import Sets and Transform maps. 
• Migrating Updates into production environment using Update sets. 
• Developing additional notifications and supporting workflow to send additional data and attachments. 
• Configuring/Customization of the ServiceNow   system, including creating workflows.
• Customizing Scripting on Service Catalog/Email Template/Workflow script. 
• Worked on Content Management System and created end to end websites using jelly scripting.
• Configuring inbound and outbound Email Notification. 
• Using JavaScript for client side validations and created UI with HTML, CSS, JavaScript.
• Created Asset models and Asset Categories to map configuration items.
• Configured multiple forms for Asset module using Configuration Management Database. 
• Involved in the ServiceNow  Discovery and CMDB maintenance. 
• Maintaining the Service catalog items. 
• Different complex reports are developed as per the client's requirements and usage.
• Set up the SLA for the incident, problem, change management processes as per the requirement. 
• Creating new Business Rules/Script Includes/Client Script. 
• Creating Buttons and context menus both on form and lists using UI actions. 

Environment: HTML, JavaScript, CSS, ServiceNow, Glide script, Jelly Script, Web Services, ITIL.

Confidential, MN

Service Now Developer/ admin

• Service catalog development which includes workflows designing, creating new catalog items, and execution plans
• Writing client side scripts and server side scripts according to requirements
• Writing Catalog client scripts and UI policies to make client side changes.
• Redesigned complex workflows to simpler form using workflow editors
• Resolving typical Users access and roles issues by checking active directory and users table.
• Worked on Discovery and set up mid servers and check for the connectivity, Became an expert in troubleshooting Discovery tool.
• Created functional and technical specifications documents for various Service-now modules
• Worked on change management module by enhancing the tool and made it easy to understand.
• Creating database views to pull the reports on variables which are being used by catalog items.
• Creating the UI pages to use them in catalog items, implemented using UI scripts.
• Working on order guides, to arrange them in sequential order to make the user comfortable while raising a request.
• Expertise on creation of workflows for Service Catalog items in Service-Now.
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, Soap, web services, CSS, HTML5 
• Implementation, Customization and Maintenance of ITIL modules such as Incident Management, Change Management, Problem Management, Knowledge, Service Catalog, CMDB in Service-now. 

Environment: Service Now, Asset Management, Incident Management, Problem Management, HTML, Java script, CSS, CMDB.

Confidential, Phoenix, AZ

ServiceNow Developer

• Worked with process owners and business stakeholders to translate business requirements into functional requirements within ServiceNow
• Use JavaScript to create Business Rules, Client Scripts, UI Policies and UI Actions
• Created various workflows for Incident Management, Change Management, Service Requests and SLA's
• Implementation, customization and configuration of different Service Manager Modules like Change Request, ESS, Service Desk, Service Catalog, Problem and SLM
• Working on Report, dashboard designing and defined SLA, OLA and Contract for custom.
• Developed automated mappings to schedule the load of flat files on daily, weekly and monthly basics.
• Prepared documentation for requirements, design, installation and unit testing and system integration of Service-Now
• Designed, developed, and maintained the report portal that provides user access to scheduled reports and report parameters.
• Involved in testing reports for correct mapping of the objects and data
• Worked in production support for all the Service-Now and report related issues
• Implemented Social IT and Chat Application for the end user support

Environment: ServiceNow, Business rules, Client Scripts, UI Policy, UI action, Reports, SLA, Social IT, Incident management, Change Management, Service Catalog.

Confidential

Remedy Developer

• Configured mid-tier on Solaris & upgraded to 5.1.2 from 5.0.
• Customized OOB HD module and designed custom built cm module based on user requirements.
• Integrated remedy ARS with HP open view for tracking availability and performance.
• Involved in setting up service desk application.
• Created web views for forms and configured the mid-tier using the configuration tool.
• Implement SLA module to track internal OLA and organizational SLA
• Extensive system testing on both the development and production servers and used migrator to keep both servers in sync.
• Designed reports for global support center by using SQL loader
• Development of web interface using Remedy Mid-tier web services consumed in .Net environment using C#.
• Installed and Configured Remedy Action Request System 7.1 and 7.5, Remedy Asset Management and Remedy Change Management.
• Deployed all of the developed internal applications on the web using Remedy 7.1 Mid-tier.

Environment: Remedy Helpdesk and Asset Management 7.1 and 7.5, Mid-tier, SLA, .NET using C# MS SQL.

Confidential

Java Developer

• Object Oriented Analysis and Design for the system from use case and requirement documents using UML, Rational Rose.
• Involved in designing system architecture and identifying proper patterns and framework for the system.
• Participated in analysis activities, software design and design reviews with Sun Microsystems.
• Communicated with Business Owners to finalize Use Cases, Design documents and System Architecture documents.
• Designed EJB components using EJB design patterns. Used J2EE Design Patterns such as Session Facade, Business delegate, Factory, Request Helper, Command, Singleton, Value Objects and Data Access Object.
• Designed Presentation layer using MVC, Struts framework. Designed Action classes, Action forms and controller design.
• Designed Web Services architecture for the application using SOAP, XML/XSLT, WSDL and UDDI.
• Designed wizard based Credit application module for the application. This module is the heart of the application and was a complex one.
• Co-ordinate the user interface design with the separate group responsible for the HTML layout.

Environment: J2EE, Struts (Tag libraries, Tiles etc), XML/XSLT, Log4J, LDAP, JDBC, Oracle, UNIX, Web Services (SOAP, XML/XSTL, WSDL & UDDI), UML, Rational Rose, Visio, J2EE Patterns, RUP, Windows 2000