PROFESSIONAL SUMMARY:

• 8 Years of experience in all phases of Software Development Life Cycle SDLC, quality management systems and project life cycle processes.
• 5 years of experience in ServiceNow platform as both Developer and Administrator.
• Configured Applications using Service - Now 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.
• In-depth knowledge of the technical implementation of Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management, Knowledge Management, Reporting, Discovery and Integrations.
• Involved in Integration with third party tool Altiris, where data is imported to CMDB.
• Good knowledge of CMDB and Asset Management Services, Business Services and Configuration Items and Configuration item relationships.
• Extensive experience of integrating Service Now with third party tools and implementation of SOAP and REST API.
• Performed CRUD operations on webserver using Service Now outbound REST functionality.
• Knowledge on UCMDBwhich features prominently in HP ITSM, CCRM and SACM solutions supporting (ITIL based) change and configuration management processes
• Created various work flows for incident, problem, change management service requests.
• Experience in upgrading Remedy Action Request System and ITSM from 6.3 to 7.1 and from 7.1 to 7.6 versions.
• Experience working with service watch which is used to discover and map all application and IT infrastructure components.
• Scheduled cloning and migration of data from Instances in ServiceNow.
• Integrated ServiceNow with third party applications using SOAP Web service.
• Experience working with Replicator, application used to perform e-bonding two serviceNow Instances.
• Extended workflows to interact with systems and applications outside the ServiceNow instance using Orchestration.
• Experience in Migration &INTEGRATION of Knowledge from CA Service Desk, BMC Remedy into SERVICENOW.
• Experience in handling tables on CMDB and also had a profound knowledge and experience on DISCOVERY & SERVICEWATCH.
• Developed script on server side and client side for BUSSINES RULES, UI POLICIES, UI ACTIONS, and UI MACROS & CLIENT SCRIPTS.
• Setting up Discovery Application and configuring it to update the CMDB Accurately.
• Hands on experience in web development using HTML, JavaScript, JQuery, Jelly, Ajax and CSS.

TECHNICAL SKILLS:

ITSM: Service Now,BMC Remedy

Programming Languages: Java, Java 2EE, Oracle, SQL.

Scripting Languages: JavaScript, Jelly Script, HTML, CSS, Ajax, XML, JSON, JQuery.

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

Database: Oracle 10g, MySQL, SQL server

Database Tools: SQL Client, TOAD, SQL Developer.

IDE: Eclipse, Net Beans.

Version Control Tools: CVS, SVN

Web/ Application server: Apache Tomcat, Websphere 6.x, Mid server.

PROFESSIONAL EXPERIENCE:

Confidential, Atlanta, GA

ServiceNow Developer

Responsibilities:

• Perform day to day administration of the Service-Now tool Maintain business services and configuration item relationships in Service-Now tool.
• Created notifications based on user requirements and configured Inbound email actions to create Incidents on Request.
• Extensive development in our ServiceNow platform including creation and customization of our Incident, Request, Service Change, Service Level, Knowledge and Configuration (CMDB) applications and processes.
• Used import sets and transform maps to import data into ServiceNow.
• Managing user,groups, roles and data with Tables, the CMDB, Import Sets, and Update Sets.
• Hands on experience in technical Implementation of Incident management, problem management, change management and service catalog.
• Installation of BMC Topology discovery tool and configured to integrate with BMC remedy ITSM CMDB Suite.
• Creates Workflow activities and approvals. Implement new workflows that use a variety of activities to understand how records are generated from workflows.
• Involved in Integration with third party tool Altiris, where data is imported to CMDB.
• Involved in LDAPIntegration with serviceNow for obtaining users and groups.
• Worked on ServiceNow discovery to identify configuration items (CI) and populate them in CMDB.
• Worked on CMDB and populated it by importing data of IT assets into the system.
• Utilized Orchestrationto extend workflows to interact with systems and application code outside the ServiceNow Instance.
• Added new user profiles using Orchestration.
• Maintain operational service for Service-Now Application and workflows Incident Managment, Problem Managment, Change Managment, Self-Service, Service Request Managment, Knowledge Managment., Asset Management, Discovery/CMDB, SDLC Scrum Process, Custom Apps, Report, User account administration, user roles and permissions.
• Created reports, workflows, and data imports forIncident, Problem, Service Request, and Change Service Now modules.
• Implemented JDBC Export to execute custom SQL queries in the target database based on requirement.
• Integrated ServiceNow with third party applications using SOAP web service.
• Experience in e-bonding two instances using SOAP web service.
• Experience working with Replicator a native serviceNow application to e-bond two service now instances.
• Performed CRUD operations on web server using Service Now outbound RESTfunctionality.
• Performs core configuration tasks including system policies, business rules and client scripts.
• Implemented discovery from scratch and installed Mid servers.
• Configured Mid server to import from external sources.
• Experience working with Business Rules, Client Scripts, UI Policies, UI Scripts, UI Actions, UI Pages, Script Includes, Access Control Lists.
• Performed cloning, patching and upgrades on ServiceNow Instance.
• As a part of support activity resolved incidents by proper root cause investigation.
• Rapidly realize business value through purpose-driven CMDB adoption.
• Project Management of ServiceNow system which includes restoring database to current system, upgrading to latest version of servicenow, and setting up and configuring AutoDiscovery/MID Servers.
• Experience with service watch which is used to discover and map all applications and IT infrastructure components.
• Developed Service Catalog items based on the requirement provided by the stakeholders.

Environment: ServiceNow Helsinki/Geneva, Unix, Oracle 10g, XML, WINSCP, SQL*Plus, JavaScript, BMC ADDM, Mid server.

Confidential, Plano, TX

ServiceNow Developer

Responsibilities:

• Communicated with all divisions in the Finance Department and Modified the functioning of various applications which are already in use according to their requirement.
• Build the MID SERVER to pull the data from the external databases.
• Worked on the employee self-service portal where the external agencies can order the catalog items.
• Attended the meeting with State director and ServiceNow delegate’s on the presentation of Geneva.
• Scheduling SLA for Incident Management.
• Worked on Incident Management, Problem Management, Service Catalog, and Configuration Management and modified the notifications based on the requirement.
• Created the service catalog items and build appropriate work flows and captured the billing process for the catalog item which created reports based on monthly invoice.
• Worked on the Change management, modified the workflows of routine, comprehensive and emergency and build the appropriate approvals based on the change.
• Populated CMDB with configuration items (CI) using Discovery.
• Worked on Service Catalog, Configuration Management, Reporting, LDAP, MID Server, Inbound/Outbound emails and Discovery.
• Used ACL’s for controlling the security mechanism in Service Now and Setup the SLAs according to the business requirements.
• Configured LDAP server and LDAP listener for updating the user and group table record.
• Worked on creating the custom ESS portal page
• Good understanding of web services with SOAP/ XML/ WSDL and HTTP Request Methods.
• Involved in designing web services to support internal and external requests.
• Created SOAP message functions and configured it to be sent through mid server.
• Responsible for leveraging knowledge and experience to deliver end-to-end methodologies within ServiceNow which includes architecting technical implementation of IT Infrastructure Library (ITIL) processes, organizing and prioritizing development effort.
• Modified the appearance of the form views for the entire organization.
• Developed solutions in the ServiceNow platform that are sustainable and ITIL compliant.

Environment: ServiceNow Fuji, Java script, XML, Jelly script, Oracle 10g, SQL Server 2005, UNIX, Mid server.

Confidential, Falls Church, VA

ServiceNow Developer/Administrator

Responsibilities:

• Gathering the requirements from the client and given an estimate for the completion of the tasks as a SME (Subject Matter Expert).
• Developed the Knowledge Application in Service Now from scratch to the very end.
• Migration of Knowledge Articles from SQL Database into Service Now.
• Managing client scripts, UI policies, UI actions and Data policies.
• Utilize the Service Now Service Catalogue for users to create Service, Requests, and Service Items.
• Written script and invoked them in business rules and client scripts
• Created data sources and loaded the Service-Now tables with different data formats
• Created transform maps both automatic field mapping and scripting
• Maintaining existing applications.
• Integration of Service Now with SQL Database Server for accessing the data in server.
• Examined the configuration& visual trace route of Load balancer, Apache nodes with the help of Service Watch.
• Debugged the knowledge base creation & maintenance of knowledge application using Service Watch.
• Experience working with Business Rules, Client Scripts, UI Policies, UI Scripts, UI Actions, UI Pages, Script Includes, Access Control Lists etc.
• Deploying MID Servers for discovery application, Defining and executing the discovery schedules frequently and validating the results.
• Using the discovery log form for a quick look at how the probes are doing, manually changing the discovery source name and also examining the status for the current discovery.
• Arranging the scrum meetings while deploying the changes from Dev to QA and to PROD.
• Thoroughly monitored the Top down Approach of service mapping in the service watch.
• Migration of customizations from one instance to other instance.

Environment: ServiceNow (Eureka), Linux, SQL Server Database, Jelly script, JavaScript, XML, HTML, CSS.

Confidential, Houston, TX

ServiceNow Developer/Administrator

Responsibilities:

• Use Administration of common platform applications: Knowledge Base, Service Catalog, Workflows, SLA's, Reporting etc.
• Core Application Administration: Policies Interactions, Application Security, Events Notifications.
• Managing client scripts, UI policies, UI actions and Data policies.
• Moving data in and out of an instance using import sets and transform maps and also auto import of data into service now.
• Defining Service Level Agreements SLAs, notifications, and reports.
• Develops new applications from beginning to end.
• Involved in activities like Instance cloning, patch upgrade and post Implementation after clone.
• Created SOAP message functions and configured it to be sent through Mid server.
• Maintains existing applications. Creates code that meets system standards.
• Integration of service now with LDAP for authentication.
• Populated CMDB by importing data of IT assets into the system.
• Integration of Service Now with BMC Remedy for ticket creation on change submits.
• Subject Matter expert on Incident Management, Change Management Process and Knowledge article.
• Recommended appropriate design alternatives to be implemented based on customer constraints.
• Developed and executed plans and procedures for data conversion, customer acceptance criteria and installation strategy.
• Migration of customizations from one instance to other instance and Ongoing Maintenance.

Environment: ServiceNow Berlin/ Calgary, Windows 8, Javascript, Jelly Script,My SQL, XML.

Confidential, Southlake, TX

ServiceNow developer/ Administrator

Responsibilities:

• Controlled Security mechanism in ServiceNow using ACL.
• Modified SLA according to the business requirements.
• Experience in loading data into ServiceNow using Import sets.
• Conducted gap analysis on current infrastructure programs.
• Contributed to architectural cross-function sessions and meetings.
• Integrated service Now with Database server in order to access the data in the server.
• Maintained current proficiency in evolving engineering and communication programs.
• Performed create, read, update, delete (CRUD) operations on web server using outbound REST functionality.
• Integration of service Now with LDAP.
• Resolved business issues and complaints in accordance with appropriate professional standards.
• Upheld organizational goals in architecture maintenance.
• Experience working with business rules, client scripts, UI Policies, Access control lists..
• Improved process quality in coordination with team members.

Environment: ServiceNow, SQL server 2005,UNIX,Jelly Script, MySQL.

Confidential, Tempe, AZ

Remedy Developer

Responsibilities:

• Analyzed and evaluated the gathered requirements within ITIL framework and industry best practices.
• Installed and configured Remedy Change Management application.
• Worked on commom request system, problem tracking,Time tracking system, Remedy application projects.
• Created and maintained documenatations 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.
• 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.

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

Confidential

Java UI Developer

Responsibilities:

• Developed JSP for UI and servlets, java classes for business logic.
• Utilized JavaScript for client side validation.
• Responsible for design and development of frame work.
• Utilized Oracle PL/SQL for database operations using JDBC API.
• Invoved in creating unit testing of various layers using Junit and created automated test script for Integration testing using selenium.
• Used Jquery to make the front end components interact with Javascript functions to add dynamism to the web pages at the client side.
• Created different database objects (stored Procedures, Functions, and Triggers) for the backend MS SQL server.
• Coordinated with QA team during the process of moving the code to staging server and testing the application for several test cases and defect testing.
• Coordinated with QA team to ensure quality of the application.
• Implemented the presentation layer(GUI), based on open source framework, involving servlets, JSP, JSTL, JSF, CSS, HTML, Javascript.

Environment: Java, HTML, JSP, JavaScript, CSS, JSTL, JSF, JDBC, Selenium, Eclipse, Tomcat, MS SQL, Oracle.