PROFESSIONAL SUMMARY:

• 5+ Years of IT experience in Software Design, Development, Analysis, Testing and Implementation.
• More than 3 years of hands on experience in the IT industry by providing ITIL and IT Service Management Solutions in IT Infrastructure with expertise in the ITSM suite (Service - Now), Extensive experience in Service Now development and Implementation.
• Maintaining update sets and performing system upgrades, cloning activities and activate plugins.
• Migration of update sets between production and nonproduction instances.
• Created and managed the dashboards, scorecards, widgets, indicators, branding of instances, control system access and data security.
• End to End Development and Customization of Incident/Problem and Change management applications per ITIL and Invesco's processes and policies.
• A Service Now Technology Analyst with experience on implementing end-to-end Service Catalog, Incident Management, portfolio management, Configuration & Asset Management, Change Management, and Release Management with extensive knowledge on Content Management System.
• Design and engineer solutions leveraging all appropriate components offered by Service-Now to answer the needs for business workflows, ticketing or other ITSM requirements.
• Developing JavaScript and configuring workflows to implement additional features, customizations and enable the process flow.
• Experience with Field Service , Orchestration, MID server, Import Sets, Discovery, Service Watch , ITOM , and Performance Analytics .
• Post roll out production support. Experience of handling Bug Fixes and Enhancement requests
• Experience in configuring the Incident Management, Problem Management, Change Management, Asset Management, Service Request Management applications and CMDB
• Conceptual and strategically analytical with an ability to understand information system and thoroughly analyze and address business needs.
• Worked on security related modules like Access controls, groups, and roles.
• Experience in Manipulating, Loading and maintaining data between Service Now and other systems.
• Worked on End to End implementation of CMDB module using Discovery tool in Service Now.
• Integrated Service-Now with a third-party application like BMC remedy and event management both inbound and outbound using web services (SOAP, REST) to store all the credentials and to maintain security of the credentials.
• Experience in LDAP, SS0, SAML, ACTIVE DIRECTORY, integrations SOAP, and REST web services in Service Now.
• Experience in Content Management System (CMS) in Service Now and with ETL and ESB tools.
• Experience interfacing with stakeholders, system analysts, senior management with excellent communication and interpersonal skills.
• Strong understanding of SDLC and QA processes.
• Skilled with numerous front end tools include Html, CSS, JavaScript in web designing.
• Proficient with Microsoft Office tools like WORD, EXCEL, POWERPOINT and OUTLOOK.

TECHNICAL SKILLS:

Programming Languages: C, C++, Core Java, and Java Script.

Operating Systems: Windows XP, 7 and 8, Linux 7, UNIX.

Application Tools: Service-Now (ITSM Tool).

Languages: SQL, Java, XML, Ajax, HTML, CSS.

Databases: MySQL 5.0.1, DB2, Oracle11g

Networking: LDAP, SSO, ITIL, Web Services.

PROFESSIONAL EXPERIENCE:

Confidential, Austin

Service now Developer

• Worked on Modules in Service Now like Incident Management, Change Management,  Problem Management, Service Catalog and Reporting few other custom applications.
• Created reports, workflows, data imports for Incident, Problem, Service Request, and Change Management Service Now modules. 
• Performed Data migration to import data from other applications and external databases. Created and Maintained foundation data - User Accounts, Approvers, Support Groups.
• Create new service catalog requests and items with variables.
• Involved in configuring / maintaining / customizing ITSM . 
• Performs migration activities Dev to QA, QA to Prod.
• Involved in the upgrade of Service Now version from Helsinki to Istanbul.
• Awareness in workflow editor to construct workflow for various modules, triggering various events, publishing workflows.  Create, monitor, modify, and publish service catalog workflows with approvals.
• Designing, configuring, and customizing new applications and modules. Assisting in troubleshooting patch / release management issues.
• Create and use update sets to move customizations between systems.
• Involved in Creation and modification of various Business Rules, Script includes, Ajax Query, client scripts, UI Actions and UI Policies. 
• Experience in creating Configuration items (CI),  service catalog for service portals.
• Configured workflows and created automated scripts for automated approval for events. 
• Moving data in and out of an instance using import sets and transform maps and also auto import of data into Service Now .
• Involved in testing Service Now applications by writing test scripts, forms and reports for correct mapping of the objects and data correctness.
• Used MS Excel, MS Word, and MS Power Point to develop reporting and analyze data.

Confidential, Redwood city, CA

Service Now Admin/ Developer

• As a Service Now Developer/Administrator, I am responsible for Configuration, Customization, and Integration with External Services, Administration Service Now processes (User management/Group management), Functions, Service Catalog, and Workflow.
• Adding, understanding existing Help Desk and Customer Service Management System to migrate from existing to Service Now.
• Involved in the complete end to end cycle of coding, testing, debugging, maintaining, and refining the computer software in Service Now to produce the required product in an Agile development environment
• Implemented, documented, and maintained the Service-Now platform to meet specific business needs to support ITIL and business processes.
• 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.
• Utilized ETL tool to move large quantities of data, which stands for extract, transform, and load and when we are communicating between individual application processes we often use an Enterprise Service Bus   or   ESB .
• Involved in working with process owners to develop workflow, implement the workflows in Service Applications and the administrator tools and enhanced requests by java script.
• Customized UI Appearance for Problem and Change Management Application which is simple, intuitive, and easy to use,
• Configuration of Email Notification and Alerts to notify users about specific activities in the system such as updates to Change and Problem requests.
• Responsible for maintaining and growing data held within Service Now such as our users, locations, configuration items, service catalog items.
• Responsible for gathering requirements and customizing Business Service Catalogs for AIG organization from the scratch.
• Created and Maintained foundation data - User Accounts, Approvers, order guides, Support Groups, Sites, Production Categorizations, and Templates.
• Wrote Business rules to avoid empty configuration items to be inserted into CMDB after discovery tool runs a scheduled job.
• Created Data Sources for various external applications. Used Import sets and Transform maps to import data into Service Now.
• Created Update Sets to migrate customizations from one instance to another instance.
• Created Email Templates and Email Notifications.
• Designed Workflows, along with standard Workflow templates which can be reused.
• Supported the team responsible for the implementation and administration of the Service Now installation, including managing system configurations, gathered and documented user and process requirements, developed workflow customizations, and performed quality assurance testing and user acceptance testing.
• Involved in Design and configure ITSM and customizing the applications using Java script, AJAX, HTML and DHTML in ServiceNow.
• Created various SLA’s as per client requirement with the Incident Management applications.
• Involved in providing the design solution, technical methodologies, and processes solution to meet the customer requirements.
• Manage and coordinate activities during the overall ticket life cycle in Incident and Problem Management.
• Created Procedure guidelines used in supporting Technology and Application issues.
• Use business analysis skills to directly interface with customers to design and build applications that meet business goals and objectives. 

Confidential, Eagen, Minnesota

Service now Developer

• Implemented, documented, and maintained the Service-Now platform to meet specific business needs to support ITIL and business processes.
• Created reports, workflows, data imports for Incident, Problem, Service Request, and Change Service Now modules. 
• Responsible for gathering requirements and customizing for CTI integration for organization from the scratch.
• Created and Maintained foundation data - User Accounts, Approvers, Support Groups.
• Create new service catalog requests and items with variables.
• Developed UI Appearance for Service Catalog Requests.
• Create, monitor, modify, and publish service catalog workflows with approvals.
• Designing, configuring, and customizing new applications and modules. Assisting in troubleshooting patch / release management issues.
• Build reports, gauges, and home pages.
• Create and use update sets to move customizations between systems.
• Search, populate, and customize the knowledge base.
• Writing Business Rules, Client scripts, UI Policies, and UI Actions to customize the instance as per Business Needs Developed operational requirements documentation and train operational staff to maintain solution.
• Gathered requirements from stakeholders at various phases to leverage Service Now within organization on End user self-enablement portal using CMS.
• Interface extensively with all areas of the organization including Operations and Development.
• Worked in configuring Service Now on Windows/UNIX platform with back end as Oracle 11g Database.
• Developed operational requirements documentation and train operational staff to maintain solution.
•   Used MS Excel, MS Word, and MS Power Point to develop reporting and analyze data .

Confidential

Software Developer

• Involved in creating Front end screens using Html, CSS.
• Customized web pages as per client requirements using CSS, JQuery and JavaScript.
• Collaborating with senior web developers and Business analysts to gather technical requirements.
• Fixed bugs and deploying Web applications to different environment.
• Creating Cross browser compatible and standard compliant using CSS based page layouts.
• Customized Error page after error handling.
• Participated In regular team meetings for technical development of Company.
• Regularly Checked Ongoing work and Performing error debugging if necessary.
• Support customer issue resolution by investigating issues and determining product changes required to resolve the issues.

Environment: Html, CSS, JQuery, JavaScript, Windows, Linux, MS Office, XML, Visual studio.