PROFESSIONAL SUMMARY:

• Over 7 plus years of strong IT experience including 4 plus years of experience as a Servicenow Developer and Administrator in Financial, Food Chain,IT and Healthcare domains.
• Expert in ServiceNow with experience on implementing end - to-end Service Catalog, Incident Management, Configuration & Asset Management, Change Management and Release Management with extensive knowledge on Content Management System.
• Experience in Implementation, design, development, documentation, deployment, and post-production support following Software Lifecycle using SDLC SCRUM.
• Experience working in Service Now versions Jakarta,Istanbul,Helsinki, Dublin, Eureka, Fuji, Geneva.
• Implementing system security by using Access Control Lists (ACL) as per the client needs.
• Worked on integrating Service Now with external SOAP and REST based web Services.
• Designed and configured different workflows for various Service Catalog items.
• Good Knowledge of ITIL and ITSM best practices.
• Worked in Installation and Configuration of different modules ofServiceNow.
• Excellent team member with a strong ability to lead and balancemulti-project workload
• Hands on experience developing Content Management System (CMS) in Service Now.
• Worked with reporting in configuring Service Level Agreements (SLA).
• Responsible for the acceptance, identification, storage and withdrawal of all supported CIs.
• Created different Transform maps to import data into ServiceNow.
• Worked on End-to-End implementation of CMDB module using Discovery tool in ServiceNow.
• Provides daily support of Service Management Platform (ServiceNow), including Configuration, Integration, Customization, Scripting, Administration ServiceNow processes (User/Group management), Functions.
• Experience in web development (UI) using HTML 5, CSS 3, Angular JS and JQuery.
• Configured MID Server to import data from external sources.
• Maintained the Configuration Items and modified the forms and form Sections.
• Experience in generating different kinds of scheduled Reports and marking them as Gauges.
• Experience in creating Update Sets to migrate group of customizations from one instance to another instance.
• Extensive experience in writing Client Side and Server Side scripts.
• Participated in workshops (new technologies, enhancement) with ServiceNow partner teams to help company implement ServiceNow using best practices in ITSM.
• Responsible for ensuring that all the CIs are registered and these records are correct and up to date.
• Open Source JavaScript Library:JQuery (Core, Selectors, Attributes, Traversing, Manipulation, CSS, Events, Effects, Ajax, Utilities, Internals) and Angular JS (Tables, XMLHttpRequest, Forms, Modules, Input Validation).
• Expertise writing SQL Queries.
• Excellent work experience on Front-end and Back-end testing.
• Good communication, analytical, leadership and project management skills and written communications, interpersonal, negotiation, analysis and problem-solving skills.
• Experience in all phase of SDLC like Requirement Analysis, Implementation and Maintenance, and extensive experience with Agile Methodology.

TECHNICAL SKILLS:

ITIL: ServiceNow- Jakarta,Istanbul,Helsinki, Dublin, Eureka, Fuji, Geneva.

Requirement Management: MS Word, MS PowerPoint, MS Excel, MS Visio,

Programing Languages: C/C++, Java

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

Web/Application Server: Tomcat Web Server, MID Server, Web Sphere

IDE: Eclipse, Net Beans, TOAD

Databases: Oracle 10g, MySQL, SQL, PL/SQL, DB2,MS Access

ProjectManagement/ reporting Tools: MS Project, MS Office, SharePoint, TFS, HP Quality Center Tool, Trello, crystal reports,SQL services& data reports Business intelligence and Reporting tool(BIRT).

Object Modelling Software Process: SDLC, Waterfall, Agile Methodology, Prototype model.

PROFESSIONAL EXPERIENCE:

Confidential, Ann Arbor, MI

ServiceNow Developer/Admin

Responsibilities:

• Gathering the requirements from the Business Team and creation
• Creation of technical, functional specification documents as per the requirements.
• Created many standard workflows which are being re-used and propagated and handled many custom events. 
• Worked on troubleshooting security rules, scripts etc.
• Created UI Actions/ UI Policies in customizing forms and buttons.
• Used ACL’s for controlling the security mechanisms in Service Now.
• Implemented different Integrations using web-services / MID Server, etc.
• Involved in Server side scripting using Script Includes.
• Performed customizations of the ITSM applications to support the customers' business requirements and to automate the business processes. 
• Used Update sets to move customization from Development to Production Instance.
• Worked on Incident Management, Problem Management, Change Management, Release Management, Knowledge Management, and Asset management, CMDB, Service Requests and SLM.
• Analyzed and fully understood the user requirements and current procedures to improve system capabilities, automated process workflows and address scheduling limitations throughout the development and delivery of the ServiceNow roadmap. 
• Worked on upgrading the version from Eureka to Fuji, Fuji to Geneva, Geneva to Helsinki and Helsinki to Istanbul.
• Used Web Technologies like XML, HTML.
• Used Customer Service Management (CSM) to record and track the customer information like their contact numbers, addresses, phone numbers and other details.
• Used Active Directory, LDAP and Single Sign-On (SSO) Integration
• Supported the team in ServiceNow operations like User/ Group administration, reporting, Metrics, SLAs, etc.
• Used Knowledge articles, incidents, CMDB and dictionaries. 
• Created transform maps-both automatic field mapping and scripting.
• Developed UI Actions, script includes and Business rules for overall platform.
• Integrating ServiceNow with Java based web services for order retrieval, Oracle SOA WebServices
• Creating the UI pages to use them in catalog items using the UI Scripts
• Working on different kinds of variables and variable sets.
• Configured multiple forms for Asset module using Configuration Management Database. 
• Involved in configuring the mid servers as per the requirement needs
• Worked on ServiceNow Discovery tool to identify IP-enabled configuration items (CIs), map their interdependencies, and populate them in the CMDB
• Worked on scheduling the report generation in ServiceNow as per the requirements
• Involved in various migrations activities and coordinated various project implementation tasks

Environment: ServiceNow Istanbul, Helsinki, Java Script, JSON, jQuery, Prototype, Web Services, SOAP, SQL, XML, HTML, AJAX, Shell scripting, Integrations, Cloud services, ITIL, SCRUM, Angular JS.

Confidential, Plano, TX

ServiceNow developer/ Administrator

Responsibilities:

• Involved in gathering the Business Requirements and current state processes to develop and configure in the ServiceNow Platform.
• Worked on various modules of Service Now like Incident management, Change management, and Problem management, Service Catalog, User Administration, Reporting and Discovery.
• Created the Business rules, Catalog Client scripts, Catalog UI policies for the new service catalog requests developed for various catalogs depending on business need.
• Utilized Java Scripting to deliver solutions that automate and audit business processes using UI Policy, Client Script, UI Action and Business Rules.
• Involved in creating and configuring the SLAs as per the requirement.
• Created Data Sources for various external applications. Used Import sets and Transform maps to import data into ServiceNow.
• Created Access Control List (ACL) rules for forms, tables, modules and also managed groups/roles according to the requirement.
• Worked on Discovery tool to find all configuration Item and populate the CMDB.
• Responsible for creating various homepages including basic Reporting according to the business needs.
• Created Update sets to move customizations between different instances.
• Have experience on Data Lookup definitions and implemented in Incident management.
• Created and Consumed REST Web Services.
• Developed Email Templates and Email Notifications.
• Worked on User Management to add, update and deactivate users in Service Now.
• Worked on Upgrading instance from Fuji to Geneva and also worked on instance Cloning.
• Worked on various ServiceNow customization, enhancements as per Client requirements.
• Incorporating the coding standards and best practices in the implementation.
• Deploying the developed code to Stage/QA/Production instances using Update Sets.

Environment: ServiceNow Fuji / Geneva / Helsinki, Portal Design, Workflows, JavaScript, Sub flows, DocuSign and Kenexa, Business Rules, SLA’s, CMDB

Confidential

ServiceNow Developer & Admin

Responsibilities:

• Implemented the configuration of various modules like Incident / Change / Release / Problem / Asset / Configuration Management Modules.
• Gathered ample information while working with networking team, Operating systems team in developing a project.
• Reviewed, recommended and developed technical solutions on the ServiceNow platform.
• Worked on ITIL/ITSM V3 processes.
• Worked a few projects with Mid Server, Web Services, Email and other relevant technologies to integrate tools with Service Now. 
• Was responsible for the ServiceNow tool administration module and creation of new Users, Groups, Roles, IT Services, Application, Business Services, Routing rules and Blackout Freeze rule.
• Created many scripts which includes, Business rules and client scripts.
• Implemented workflows and web prototypes for Client requirements.
• Involved in setting up Configuration Management from scratch defining the CI classes and their relationships. 
• Created various high level customized Client Scripts and UI Policies.
• Created complex transform scripts in transforming the data into the SNOW database. 
• Created generalized framework for repeating problems and incidents. 
• Design and Implementation of service requests through service catalogue in ServiceNow.
• Developed Service Watch Dashboards. 
• Analyzed problems, created new solutions and new techniques; and developed many SLA and tables. 
• Involved in Managing and configuring BMC Remedy.
• Involved in following up with clients and customers on process requests and special requirements.
• Created catalogue items, workflows, inbound emails actions and update sets for service requests. 
• Used various external Web services, developed a BMC Remedy.
• Involved in defining the process for each service request. 
• Involved in discussing the business requirements with clients and documenting them into process requests.
• Involved in checking the change management documents and verifying the changes. 
• Assisted in Release Management during product and patch releases. 
• Provided training sessions on ticketing tools, reporting and data entry.   

Environment: Servicenow Fuji, SMTP,Ajax, HTML, JavaScript.

Confidential

UI/ ServiceNow developer

Responsibilities:

• Created various front end forms. 
• Involved in creation and modification of various Business rules, Client Scripts, UI policies, UI actions. 
• Created update sets to migrate customizations from one instance to another.
• Designed Workflows. 
• Worked on CMDB and Asset Management. 
• Service Catalog and Request Workflow Design and Configuration. 
• Development of scheduled reports for stakeholders 
• Extensively worked on Workflows and web service integrations. 
• Created various SLA as per client requirement with the Incident Management applications. 
• Worked closely with UI designers to understand the detailed UI prototypes and components. 
• Developed Page layouts, Navigations and presented designs and concepts to the clients and the management to review. 
• Converted mockups hand-written HTML and CSS with pixel perfect attention. 
• Developed the webpages that included JQUERY, JavaScript and AJAX. 
• Developed web presentation layer using JQUERY, HTML and CSS according to internal standards and guidelines. 
• Designed the table less web applications using CSS and with the help of tags as per W3C standards. 
• Construction of UIs using jQuery, Backbone.js, Bootstrap and JavaScript. 
• Worked with teams where requirements are constantly being implemented, tested and improved. 
• Handled all aspects of the web application including maintaining, testing, debugging and deploying. 

Environment: HTML, DHTML, CSS, jQuery, JavaScript,ServiceNow, Remedy Helpdesk,AJAX, Java(JSP), Oracle, Windows.

Confidential

Web/ UI Programmer

Responsibilities:

• Developed all the UI pages using HTML, XUL, DHTML, XSL/XSLT, XHTML, DOM, CSS, JSON, JavaScript, JQuery and AJAX. 
• Created XHTML pages with CSS and the Box Model. 
• Developed the presentation layer using JSP, HTML, CSS and client side validations using JavaScript. 
• Developed websites using HTML5, CSS3, JavaScript, JQuery Google Maps API, XML and AJAX. 
• Designed Frontend with in object oriented JavaScript framework like Angular.JS, Node.js and Ext.js. 
• Involved in designing, creating, business data using Oracle as database. 
• Developed UI for Customer Service reviewing Technical Design Documents. 
• Using JavaScript did client side validation. 
• Modules and Reports using JSF, JSP’s and MY Faces Components. 
• Created interactive navigation lists using list elements in HTML. 
• Implemented page designs in standard-complaint dynamic HTML and CSS. 
• Used CSS in web pages to separate presentation from structure.   

Environment: HTML, CSS, JavaScript, JQuery, Dreamweaver CSS, AJAX, JSON, XSLT, XPATH.