SUMMARY:

• Around 7+ years of IT industry experience.
• Around 4 years 6 months on ServiceNow Platform as a ServiceNow Developer.
• ServiceNow Certified System Administrator
• ITIL V3 Foundation
• Extensive knowledge on jQuery, Java, C/C++, JavaScript.
• Extensive knowledge on UI Scripts, UI Actions, UI Policies, Business Rules, Script Includes and Workflows Customization and Development.
• Having basic knowledge on concepts like Discovery, Project, Software, Asset Management’s.
• Worked on projects right from Designing phase to Deployment after Implementing. With good understanding on Service Catalogue.
• Have good experience in Handling of Customers and gathering requirements.
• Experience in working on various Modules in ServiceNow such as Service Catalog, Incident, Change, Enhancements, Content and Service Level Managements.
• Conducted the training on LDAP and SSO Integration for a team.
• Worked on Automation of ITSM processes into ServiceNow
• Very good in working with ServiceNow Processes.
• Having good communication / interpersonal skills and is capable of maintaining and working with team.
• Having good experience in Dashboards and Reporting Management of ServiceNow.
• Having good experience in writing queries to fetch the data for SCCM Integration.
• Involved in Requirements analysis, design and implementation of ITIL processes using ServiceNow.
• Having good experience in working with Onsite / Offshore model.
• Having been participated in periodic calls where the metrics data is shared and discussed with stake holders.
• Having very good knowledge on Agile & Scrum Methodology. Acted as a part of Scrum Team in Scrum Standup calls.
• Having all the 5 Mandatory requirements that a Scrum Team must possess.
• Worked on Database as a Service (DBaaS) and Platform as a Service (PaaS) through ServiceNow.

TECHNICAL SKILLS:

WEB & CLIENT SERVER: HTML5/CSS3, J2EE (JSP - Servlet), XML TECHNOLOGIESDBMS: Oracle 10g, SQL, JDBC

PROGRAMMING: C, C++, JAVA

LANGUAGES: jQuery, jQuery for mobile, JavaScript

OPERATING SYSTEM: Windows, MAC OS

TOOLS: Eclipse, NetBeans 8, XCode.

PROFESSIONAL EXPERIENCE:

Confidential, CA

Service Now Developer

Responsibilities:

• Experience in Installation and Configuration of different modules of Service-Now.
• Created Knowledge articles & Helpdesk users on Service Now platform.
• Participated in workshops with ServiceNow partner teams to help companies implement Service Now using best practices in ITSM.
• Loads, manipulates and maintains data between Service Now and other systems.
• Developed test cases for the user stories.
• Manage offshore resources by having a touch base on daily basis and was responsible for all the deliverables expected from offshore.
• Interaction with Process Owner and Process Application Owners for requirements gathering
• Involved in coding Development under Service Request Management Module
• Unit testing and Peer Review.
• Effectively leading the Team towards the delivering the requirements in Agile Methodology.
• T-Shirt sizing the requirements from Product Backlog and prioritizing for the next sprint.
• Delivering SRM Offerings like SRM Assignment Matrix, SRM Approval Matrix, SLA Definitions on Catalog Task and Requested Item, SOAP Queries and SRM SOAP Messages from client side, LDAP Queries from Client side.
• Integrations with different tools like iSac, RPP etc.
• Status tracking, reporting
• Fixing Defects of VT (if any)
• Created Workflows to achieve Requests Items and Catalog Tasks functionality
• Worked on core functionalities of UBS SRM like DBaaS, PaaS and IaaS (Database as a Service, Platform as a Service, Infrastructure as a Service)
• Developing Integration between ServiceNow and IPCenter (IPSoft).
• Have basis knowledge about the functioning and configuration of IPSoft
• Participated in Hackathon conducted by ServiceNow and developed Generic Integrator for SOAP.
• Configuration Development and development of Requirement Integration components ( SSO, LDAP ).
• 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, interpersonal skills.
• Hands on experience in web development using HTML, JavaScript and CSS.
• Envelopment experience adhering with SDLC processes
• Functional knowledge and implementation experience of IT Service Management (ITSM) frameworks and demonstrated project management skills and experience working directly with customers and clients.
• Leveraging knowledge and experience to deliver end-to-end methodologies within Service Now, which includes architecting technical implementation of IT Infrastructure Library (ITIL) processes, organizing and prioritizing development effort, interfacing with vendors and management, and coordinating effort of administrators.
• Fixing Defects of VT (if any)
• Documented and provided various cases and scope for Coding guidelines, Test Suite Management functionality, Release, Change and Project Portfolio Management.
• Built Chat Bot integration to invoke Knowledge, Incident and Requests from chat. Also, to initiate chat with agents.
• Integrated ServiceNow platform with Flexera and MobileIron.
• SMS Integration with Saprano
• Expertise in application development using Java, J2EE, JSP, Servlets, Struts, Spring.
• Possess a strong coding experience using Core Java.
• Supported for IT Asset Management in functional testing.

Confidential, Durham, NC

Service Now Developer

Responsibilities:

• Service Request Management
• Service Level Management
• Workflow Management
• Change Management
• Interaction with Onsite Team and Application Owners for requirements gathering
• Involved in coding Development under Service Request Management Module
• Unit testing, Peer Review and Non-Validated Testing
• Status tracking, reporting
• Fixing Defects of VT (if any)
• Created Workflows to achieve Requests Items and Catalog Tasks functionality
• Created Workflows to map Task values as Change Template
• Writing the test cases

Confidential

Service now Developer/Admin

Responsibilities:

• Service Request Management
• Service Level Management
• Workflow Management
• Change Management
• Interaction with Onsite Team and Application Owners for requirements gathering
• Involved in coding Development under Service Request Management Module
• Unit testing, Peer Review and Non-Validated Testing
• Status tracking, reporting
• Fixing Defects of VT (if any)
• Created Workflows to achieve Requests Items and Catalog Tasks functionality
• Created Workflows to map Task values as Change Template
• Writing the test cases

Confidential

Service Now Developer

Responsibilities:

• Incident Management
• Change Management
• Workflow Management
• Service Level Management
• Service Level Management
• Dashboards and Reports
• System Web Services using SOAP Message
• Survey Management
• Interaction with Offshore Team for requirements gathering
• Involved in coding Development under Incident and Change Management Modules
• Unit testing, Peer Review and Non-Validated Testing
• Status tracking, reporting
• Created Dashboards and Reports
• Created System Web Services connected with a MID Server to sending and receiving Incident Records between different platforms.
• Created survey management to have it displayed to Users tracking their Incident creations.

Confidential

Systems Administrator

Responsibilities:

• Managing user accounts and giving share & security level permissions.
• Responsible to install, set up, maintain network and configure the peripherals, cabling and equipment accordingly as per the requirement.
• Responsible for maintaining the company strategy like designing, implementing and maintenance of enterprise network components.
• Responsible to monitor whether all the components are available for successful communication.
• Responsible for maintaining the Backup network, hardware, software, files on a regular basis accordingly as per the company policies.
• Timely analyze whether any repairs or replacements is needed.
• Managing data base of server & creating new users accounts.
• Responsible for troubleshooting Microsoft windows issues.
• Responsible for creating new Microsoft outlook accounts for new users.
• Monitoring complete network & providing network statistics.
• Responsible for the installation of operating system windows 7.
• Responsible for the installation of software’s like antivirus, MS-office, adobe & acrobat reader etc.
• Responsible for maintaining the network & troubleshooting the network related issues.
• Responsible for maintaining & troubleshooting network printers.
• Responsible for troubleshooting Internet issues.
• Responsible for sharing the network printers.
• Install patches
• Review system logs
• Report malicious or suspicious activity on systems to ISO immediately
• Report sensitive information stored on systems to ISO
• Maintain user access administration
• Disaster recovery planning
• Physical security
• Disable unnecessary services on servers
• Generate/Retain system backups
• Identify secondary system administrator(s)
• Comply with password requirements
• Access control
• System audit logging
• Maintain minimum security standards for systems
• Monitoring of system activity