SUMMARY:

• Service Now Developer (Admin Certified) with Over 7 years (4 years in ServiceNow) of relevant experience in the field of ITSM.
• Design, develop, document, and deploy software features on the ServiceNow platform.
• Provide detailed estimates for implementation of ServiceNow modules, data integrations (CMDB, e - bonding, etc.), and Service Catalog items.
• Good Understanding and hands on experience on Employee Selfservice (ESS) portal.
• Involved with the team customizing the ESS portal.
• Extensive knowledge on building ServiceNow web services based on ServiceNow objects which can be consumed by other IT systems
• Instill confidence in clients by serving as a confident, knowledgeable and trustworthy advisor.
• Administer Scrum/SDLC module in ServiceNow explicitly for the development of ServiceNow.
• Transform functional requirements into detailed technical designs that represent actionable development tasks.
• Worked on REST and SOAP Integration. Worked on integration with SM9 and Remedy and JIRA with ServiceNow.
• Ensure that technical designs meet functional design requirements as well as maintain the integrity and sustainability of the application.
• Define and meet standards for implementations in ServiceNow to ensure consistency and supportability of customizations.
• Develop test cases for functional and regression testing. Perform integrations and process automation using ServiceNow Orchestration.
• Create and maintain API and data integration processes between ServiceNow and other services.
• Generate operational reports and KPI analysis as needed.
• Recognize and report issues before they adversely impact the project schedule.
• Respond to Service Requests and provide incident resolution .
• Good knowledge and experience in implementation and Administration of ServiceNow,HP Service Manager /Service Center, Connect-It, SC-Auto and Asset Manager.
• Direct hands on experience on various IT Services of Service-Now tool like Service Catalog Requests, Asset Management, Configuration Management, Service-Now Administration, Incident and Problem Management, Knowledge Management, Reporting, Integration with Web Services.
• Perform ServiceNow system administration tasks such as account administration, and application troubleshooting. Load, manipulate and maintain data between ServiceNow and other systems.
• Research and deploy new releases and/or enhancements into the ServiceNow environment. Monitor health, usage and overall compliance of the ServiceNow application.
• Generate operational reports and KPI analysis as needed. Respond to Service Requests and provide incident resolution.
• Create quality deliverables to communicate technical solutions to appropriate audiences.
• Contribute to the entire implementation process for new applications and enhancements to existing applications
• Experience with complex integrations within the ITSM environment such as ServiceNow -Siebel, ServiceNow - Webservice integration with third party application, HP SM- MS exchange, HP SM -HP ScAuto, HP SM - HP uCMDB and HPSM - HP AM.
• Good knowledge of CMDB and Asset Management Services: Business Services and Configuration item relationships.
• Expertise on creation of workflows for Service Catalog items in Service-Now.
• Service-Now Administration and Production support including maintenance of lower life cycle instances.
• Good understanding of object oriented analysis design and application development.
• Deployment Automation and Software delivery using Shell scripting with tools like DSM and ITCM
• Experience working within BMC Remedy architecture and overlay technology
• Experience with integrating BMC Remedy with external applications via Web Services
• Working experience of various phases of SDLC such as Requirement Analysis, Design, Code Construction and Test.
• Functional knowledge and implementation experience of ITSM frameworks.
• Working experience of various phases of SDLC such as Requirement Analysis, Design, Code Construction and Test.
• Hands on experience in web development using HTML, JavaScript and CSS.
• Good experience in application development using Java/J2EE, JSP, Struts and Spring
• Ability to work independently and in a team as well, ability to adapt to a rapidly changing environment, commitment towards learning.

TECHNICAL SKILLS:

ITSM Tools: Service-Now, ITSM Suite, HP Service Manager, HP Asser Manager

Languages: C, C++, Java, J2EE, HTML, XML, JavaScript, SQL

Databases: Oracle 10g, SQL Server 2005

Application Servers: IIS 5.0, Apache, Tomcat, Weblogic

Operating Systems: Windows 7, Windows 2008/XP, UNIX

J2EE: JSP, Servlets, Struts, Spring, Hibernate, JNDI, JMS

PROFESSIONAL EXPERIENCE:

Confidential, Louisville, KY

ServiceNow Admin/Developer

Responsibilities:

• Worked on Content Management System (CMS) . Developed HR portal for the client.
• Created Content pages, content blocks, Menus, Layouts and Menu Headers .
• Created UI macros for HR portal.
• Dynamic web site design and programming using HTML5, CSS3, JavaScript, jQuery.
• Created efficient design and developing User Interaction screens using HTML5, CSS3, JavaScript, jQuery AJAX and JSON.
• Developed interface to display report data using jQuery, AJAX, JavaScript and JSON, XML .
• Used various jQuery plugins like auto complete, date picker, color picker, document slider to enhance the usability, functionality and overall experience for website
• Implemented pagination and sorting functionalities in different modules using jQuery plugins
• Designed the front-end applications, user interactive (UI) web pages using web technologies like HTML, XHTML, and CSS .
• Using advanced level of JQUERY, AJAX, JavaScript, CSS and pure CSS layouts .

Confidential, San antonio, Texas

ServiceNow Developer

• Worked on Modules Human Resources(HR)/Payroll, Cloud Deployment Dashboard(CDD), IM Blog, IT Governance, Risk and Control, Knowledge Base, SDLC, Time sheet, Vulnerability Management, Service Desk, CMS portal- UI design, PPM and Service Catalog.
• Created HR tickets and Payroll Tickets. Upgraded to Fuji Patch 10 from patch 7.
• Created Notifications and Inbound email actions for HR and payroll tickets. Created events for notifications.
• Good Understanding of Customer Needs and Proposing desired Design Solutions and develop accordingly.
• Worked on UI page- Design and Layout and adding images to the page and Hovers.
• Adaptable to the changing Requirements in the last minute. Communicative with BSA’s for requirement’s change and working accordingly.
• Working on Agile Process. Experience with 2 week sprint Plan and 3 week sprint plan. Worked in environments like Dev, Test and Staging.
• Worked on Integrations like Racker Org, API and IM lights.
• Used SOAP UI tool for API and Testing.
• Meeting the deadlines of sprint and delivering stories on time
• Interacting with Customer if needed and understanding their needs and come up with the Design they need.
• Created Email Notification, Scheduled Jobs, Workflows.
• Developing the script as per the Development Standards.
• Created new Business Rules, Client scripts, and UI scripts, UI Policies, and Access Lists etc.
• Created data sources and loaded the Service-Now tables with different data formats
• Working on the Issues after Dev Done in Sprint process and make sure for No issues before releasing to staging.
• Always Adaptable to the new environment and new SDLC process.
• Worked on License Management Module and Created Email notifications and Schedule Jobs
• Worked on SDLC and Created new sprints and and Sprint activites/Tasks
• Created API’s using SOAP. Created RITM using SOAP API and not with catalog task.
• Used Soap west service for Bidirectional Integration.

Environment: ServiceNow, JavaScript, HTML 5, CSS 3, Windows 7

Confidential

ServiceNow Developer

• Worked on Service Catalog and Workflow Design and Configuration.
• Designing the Content Management System for Varian system which involved layout,
• CSS and service catalog work.
• Used Content Management System(CMS) for the Confidential (Homepage).
• Defining the layout, colors and style guides. Developing the homepage and Live feed information for the customers.
• Developed the knowledge articles and Service Catalog Ordering page for customers to report incident or order services.
• Created various workflows for Incident Management, Change Management, Service Requests and SLA's.
• Created tables for MSIL and created flexfields.
• Worked on Integration of ServiceNow with SM9 and JIRA.
• Worked on Integration of BMC remedy with ServiceNow.
• Developed Various Service Catalogs and worked on Access controls.
• Worked on Workflow adminsitration and UI actions like creating buttons for restarting workflow and resuming workflow.
• Worked on business rules, script includes and Access controlls. Worked with client and functional requirements within ServiceNow.
• Design and implement new functionality using Business Rules, Client scripts, and UI scripts,UI Policies, and Access Lists etc.
• Created data sources and loaded the Service-Now tables with different data formats
• Created transform maps both automatic field mapping and scripting. Worked on updatesets.
• Worked on Asset Management and loaded the data into it.
• Integrated MSIL interface with ServiceNow to figure out how to format data coming from ServiceNow into SM9 (and likely JIRA as well).
• Worked on Date field validatons on all the date fileds in Solution Suite Admin services(a catalog item ).
• Created business rules that writes the Request submitter to tasks.
• Develop a catalog fulfiller role that would allow for the fulfillment of catalog tasks and nothing else. Created catalog items and categories
• Worked on REST/SOAP webservices. Created REST messages to figure the data moving from REST to MSIL and form MSIL to ServiceNow.

Environment: ServiceNow, JavaScript, HTML 5, Windows 7

Confidential, Boston, MA

ServiceNow Developer

Responsibilities:

• Performed configurations and customizations of serviceNow applications like, Service Catalog, Incident and Change . Involved in working and developing of Service Now Plugins and customizations.
• Understanding technical and functional design requirements for ServiceNow, workflow engines . Created workflow and web prototypes .
• Maintained and administered the implemented instance of ServiceNow and performed tasks such as Configuring Users, company, site, location and other existing fields, Support Groups, assignment rules, categorizations, CI data, SLA etc .
• Created and Tracked support cases with ServiceNow . Created a lot of clients scripts/UI policies also with a lot of high-level customizations like attaching a custom event and DOM-injection with JQuery and Prototype .
• Worked across IT and other Operations Divisions to design, develop, and implement ServiceNow solutions consistent with customer requirements.
• Checking the change management document and verify the changes .
• Developed UI Actions, script includes and Business rules for over all platform.
• Follow up with clients and customers on process requests, special requirements etc.
• Facilitated the transfer of service functionality from legacy systems to the ServiceNow service.
• Contributed to the architecture and technical aspects of the ServiceNow implementation and operation project, independently making project related decisions, provides project status reports to project sponsor.
• Involved in configuring and maintaining BMC Remedy Foundation Data
• Integrated BMC Remedy with External systems using web services.
• Created many scripts which includes, Business rules (server side code) and also modified OOB
• Performed integrations and process automation using ServiceNow Orchestration
• Working knowledge on Single Sign on and event based integrations.
• Worked on Loading, manipulating, and maintaining data between Service-now and other systems. Worked with IT managers to generate views and reports as needed.
• Assist in Release Management during product and patch releases .
• Provide training sessions on ticketing tools, reporting and data entry
• Analyzing and fully understanding user requirements and current procedures in order to improve system capabilities automate process workflows and address scheduling limitations throughout the development and delivery of the ServiceNow roadmap.
• Thorough understanding of ITIL/ITSM processes.
• Creating scheduled tasks , monitoring the ticket queues and generating statistics .
• Performed system and integration testing with sample and live data
• Creating catalogue items , workflows , inbound emails actions and update sets for service requests .
• Check the change management document and verify the changes.
• Developed UI Actions , script includes and Business rules for over all platform.
• Follow up with clients and customers on process requests, special requirements etc.

Environment: ServiceNow, JavaScript, HTML 5, Windows 7.

Confidential, Newyorkcity, NY

ServiceNow Developer

Responsibilities:

• Worked on ServiceNow components such as Service Desk, Change Management, Asset Management, CMDB, Knowledge Management, Mobility, and Service request Management.
• Created various workflows for Incident Management, Change Management, Service Requests and SLA's.
• Implemented REST web services integration which also involved OAuth 2.0 authentication model and Custom Processors.
• The Integration lets ServiceDesk Support Users communicate with the end-users using live chat and remote support from Service Now interface.
• Implemented CMDB Bi-directional Web Services integration. It involves consuming restfull web services, publishing SOAP web services, using Business Rules, Script Includes, UI Actions and other ServiceNow scripting modules to support data synchronization and business logic. Design and implement new functionality using Business Rules, UI Policies, and Access Lists etc.
• The service we also provide to clients is a semi managed service for administering their Service desks that has been implemented. This includes various administration tasks within Service desk software.
• Created Buttons and context menus both on form and lists using UI actions
• Designed many email templates by using html and jelly scripting and used them in notifications
• Worked with windows team, network team and Asset team in order to check for the data collected through discovery is accurate.
• Used JMS integration to fulfill this requirement, worked on Scheduled Jobs and Mid Server Script Includes to fulfill the requirements.
• Worked on the integration of ServiceNow with Siebel, integrated Service Catalog and Incident module.
• Written script includes and invoked them in business rules and client scripts
• Imported many ci’s using import set tables
• Created data sources and loaded the Service-Now tables with different data formats
• Created transform maps both automatic field mapping and scripting
• Also worked on Asset Management and loaded the data into it.
• Integrated Fire eye tool with Service-Now using Email integration i.e. inbound actions scripting.

Environment: ServiceNow, AJAX, JavaScript, CSS, XML, HTML, XHTML, Windows 7.

Confidential, Newyorkcity, NY

Service Now Developer

Responsibilities:

• Worked on Workflow administration, Reporting, Form/UI configurations, Notifications, data imports, custom scripting.
• An extensive hand on various scripting API’s present in ServiceNow platform, Service Catalog and Request Workflow Design and Configuration.
• Designing the Content Management System for Varian system which involved layout, CSS and service catalog work.
• Participated in both projects and monthly maintenance cycles
• The service we also provided to clients is a semi managed service for administering their Service desks that has been implemented. This includes various administration tasks within Service desk software.
• Perform minor enhancements requests to the client’s ServiceNow instances, including changes to the user interface, system properties, foundation content, and modifications to existing workflow
• Also worked on Asset Management and loaded the data into it.
• Integrated Fire eye tool with Service-Now using Email integration i.e. inbound actions scripting.
• Worked on the integration of ServiceNow with Siebel, integrated Service Catalog and Incident module.
• Used JMS integration to fulfill this requirement, worked on Scheduled Jobs and Mid Server
• Worked with windows team, network team and Asset team in order to check for the data collected through discovery is accurate.

Environment: HP Service Manager 9.3, HP Asset Manager 9.3, HP Connect-It 9.20, PL SQL, UNIX.

Confidential

Production Support Engineer

Responsibilities:

• Providing On call support for highly critical issues outside the office hours.
• Bug fixing of Service Manager and Asset Manager different versions.
• Setting up customer system on our lab systems. Did for Boeing and Thomson Reuter.
• Most of the work involved in exploring the code and understanding the logic in customer environment.
• Used to interpret exceptional (boundary) cases and handled them appropriately.
• Participated in post-incident Problem management processes to identify the root causes of issues, and then develop plans to remediate issues.
• Developed moderately sophisticated database queries to extract data from various tools, filter and transform the data (pivots, etc.) and visualize data for reports and presentations.

Environment: Service Center 6.2, Service Manager 7.11, Oracle, Windows XP.