SUMMARY:

• 7 years of experience in IT Industry with more than 4 years of experience as a ServiceNow developer and administrator.
• Certified ServiceNow Administrator.
• ITIL Foundation Certified.
• 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.
• Working experience ServiceNow Discovery tool to meet the company outlined requirements.
• Strong experience in customizing the form design and form layout for various forms in the ITIL Process like Incident, Problem and Change management in ServiceNow
• Experience in working with the workflows in ServiceNow for Service Catalog using workflow editor
• 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.
• Strong team player, ability to work independently and in a team as well, ability to adapt to a rapidly changing environment, commitment towards learning. Possess excellent communication, project management, documentation, and interpersonal 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, San Jose, CA

ServiceNow Admin/ 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. 
• Involved in making customizations to Facility Request Management module.
• Pulling reports and scheduling the reports as per the client requirement in ServiceNow.
• Created database views to pull the reports on variables that are used by catalog items.
• Involved in designing the portal and showcasing it into a user friendly environment. 
• 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.
• Worked on DISCOVERY and set up mid servers and check for the connectivity, Became an expert in troubleshooting Discovery tool. 
• Installed MID Servers on remote desktop and conducted tests required for Discovery.
• Involved in creation of reports, dashboards in  ServiceNow . 
• Created Database views across multiple tables. 
• Created various front end forms, and associated Client Scripts, UI policies , including advanced customizations that require modification of UI Pages .
• Performs core configuration tasks including system policies, business rules and client scripts.
• Design and develop solutions within the Service-Now environment to include modifications of applications, forms, workflow, interfaces and any other customization required to support ITIL processes.
• 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 also 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, SOAP, JASON and other web technologies to integrate ServiceNow  with internal/ external systems and tools. 

Environment: ServiceNow Geneva and Helsinki, AngularJS, AJAX, XML, Jelly script, JavaScript, CSS3, REST, HTML5.

Confidential, Atlanta GA

ServiceNow Admin/ Developer

Responsibilities:

• Involved in LDAP integration with ServiceNow for obtaining users and groups.
• Involved in Designing, Development and Implementation of CMS   (Content Management System).
• Created Reports using Performance Analytics Module . 
• Worked on scheduling the data collection jobs and create indicator sources in   Performance Analytics Module.
• Developed Service catalog by creating new catalog items, designing workflows with multi level approvals and execution plans.
• Involved in generating the on-demand reports and scheduling report generation in ServiceNow.
• Created different Catalog views for different user group.
• Managed all aspects of the Service Catalog application , including scripting functions such as creating UI macros or business rules.  
• Implemented Legal Service Management application and made changes to it as per company rules and regulations.
• Created different Catalog views for different user group.
• Managed all aspects of the Service Catalog application , including scripting functions such as creating UI macros or business rules.  
• Worked on order guides for Service catalog, to arrange them in sequential order to make the user comfortable while raising a request.
• Designed new Workflows and modifying the existing workflows according to new requirements.
• Implemented ServiceNow Discovery to auto populate cmdb ci table.
• 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 SLA implementation in Incident and service Catalog management (SCM) based on user defined parameters. 
• Interacting with business Analyst and understanding the functional requirements and preparation of technical documents.
• 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. 
• Created server side scripts and client side scripts, script includes, scripted Web Services.
• Used various jQuery plug-in like auto complete, date picker, color picker, document slider to enhance the usability, functionality and overall experience for website 
• Set up SLA’s for various ITIL processes as per the requirement.
• 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 Fuji and Geneva, LDAP integration, AngularJS, Form Creation, AJAX, jQuery, XML, Jelly script, JavaScript, CSS3, REST, HTML5.

Confidential, Plano TX

ServiceNow Administrator/ Developer

Responsibilities:

• ServiceNow implementation and Data Integration.
• Worked with process owners and business stakeholders to translate business requirements into functional requirements within ServiceNow.
• Involved in various Service.Now 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.
• Customized the functionality of the ServiceNow Discovery tool to meet the company outlined requirements.
• 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.
• Involved in testing Service-Now form and reports for correct mapping of the objects and data correctness.
• Prepared documentation for requirements, design, installation and unit testing and system integration of Service-Now.
• Developed automated mappings to schedule the load of flat files on daily, weekly and monthly basis.
• 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

ServiceNow Administrator

Responsibilities:

• Designing, configuring and customizing ServiceNow  platform to implement the following modules: Incident Management, Problem Management, Service Request Management Change Management, Asset Management, Service Catalog, Custom reporting . 
• Create, monitor, modify, and publish service Catalog workflows with approvals.
• Worked on requirements from ESS portal .
• Created Email notifications during Incident implementation.
• Worked on Database views to create reports across multiple tables. 
• Created transform maps both automatic field mapping and scripting. 
• Involved in cloning activities like raising the request for cloning and excluding some tables to not come under cloning. 
• Configured Data Sources, Import Sets, SLA/ OLA, LDAP and Transform maps .
• Create an Access Control Lists (ACL).
• Imported Configuration Items (CI) from third party applications using import set tables. 
• Configured notifications, and implemented inbound email actions .
• Created complex Business Rules, Security Rules and UI Actions .
• Documented all implementations and best practices defined within team .

Environment: ServiceNow, HTML, Jelly script, Integration, XML, Email Notifications.

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.
• Used JavaScript to update a portion of a web page thus reducing bandwidth usage and load time in web pages to get user input and requests.
• 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.
• Designed PDF, Excel and Print previews for all the reports in the application using HTML, JavaScript and SQL Stored Procedure. 
• Coded JavaScript for page functionality and Pop up Screens and used HTML to make dropdown menus on web pages and display part of a web page upon user request. 
• 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.
• Extensively used/modified JQUERY to perform AJAX calls for creating interactive web pages on JSON response.
• 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.
• Coded pages with best Search Engine Optimization (SEO) techniques.
• Worked with backend developers to convert HTML/CSS non-functional pages into dynamic JSP pages.

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