SUMMARY:

• Over 8+ years of experience in IT industry with SQL, PL/SQL programming and ITSM Frameworks
• Over 4+ years of good experience on ServiceNow Development, Maintenance and Administration.
• Strong knowledge in in all phases of Software Development Life Cycle (SDLC) for enterprise applications
• Experience in Service Management and Service Delivery Process (ITIL Frame Work).
• Good experience in developing workflows and in customizing the applications in ServiceNow using Java script, Jelly, AJAX, HTML and DHTML.
• Experience in creating the custom Applications, Modules in ServiceNow as per the requirements
• Experience in working on the ITIL Process Configuration like Incident and Problem Management, Change Management, Knowledge Management, CMDB, Asset Management and Service Catalog Management in ServiceNow.
• Experience on various ServiceNow customizations as per client's requirement.
• Experience on the Implementation and maintenance of Business Rules, Client Scripts
• Experience in configuring the SLAs for various ITIL processes as per the client requirements
• Change management experience using Update Sets, Import Sets in ServiceNow
• Experience in working with the workflows using ServiceNow workflow editor
• Expertise on defining workflows in Service Catalog items, Approvals and Dynamic tasks in ServiceNow
• Experience in working with UI Actions, UI Policies, UI Macros and Data Policies in ServiceNow
• Excellent experience in ServiceNow Administration and Production support.
• Knowledge in Design and development of CMDB (Configuration Management) in ServiceNow.
• Experienced in complex transform scripts in transforming the data into the SNOW database.
• Experience in working with Content Management System(CMS) using Jelly Script and UI Macros
• Extensive experience in Access Control Lists (ACLs).
• Expertise in doing CMDB bulk data, load data reconciliation with the help of transform map and transform script.
• Extensive experience of integrating ServiceNow with 3rd party tools with SOAP and REST services
• Experienced in different custom applications for automating the business processes of customer.
• Configured SAML 2.0 Single Sign - on authentication, OKTA Single Sign-on authentication.
• Experience in application development using various advanced features of Oracle like Bulk Collect, Autonomous Transactions, Dynamic SQL, and Collections.
• Experienced in writing complex PLSQL Procedures or Functions using advanced PL/SQL concepts.
• Proficient working experience in SQL, PL/SQL, Stored Procedures, Functions, Packages, cursor, ref cursor, DB Triggers, table partition, Performance Tuning, SQL*Loader, and Indexes.
• Expertise in developing both Logical Modeling and Physical Data Modeling using Erwin.
• Extensively worked on Business Objects Administration. Uploaded the reports and created users and groups and setting the rights on them using Central Management Console (CMC).
• Provided assistance to clients with thoughtful experience and excellent communication skills with outstanding skills in problem solving and analysis.
• Excellent work ethics, self-motivated, quick learner and team oriented.

TECHNICAL SKILLS:

ITSM Tools: ServiceNow Berlin/Calgary/Dublin/Eureka/Fuji/Geneva

Languages: SQL, PL/SQL, XML, Shell Scripting, JavaScript, VBScript

Database: Oracle 8.x/9i/10g/11g, SQL Server 2000/2005/2012, MySQL 5.0/4.1, MS Access, DB2

Operating Systems: Windows, Unix, Linux and Mac

Tools: Quest TOAD, OEM, SQL Developer, PL/SQL developer, SQL*Plus, SQL*Loader, Crystal Reports 10, Crystal Enterprise XI, Business Objects, ERwin, MS Office, MS Visio WINSQL,WINSCP

PROFESSIONAL EXPERIENCE:

Confidential,Cupertino,CA

Sr.ServiceNow Developer/Admin

• Involved in analysis of end user requirements and business rules based on given documentation and worked closely with tech leads and Business analysts in understanding the current ServiceNow system.
• Developed solutions in the service-now platform that are ITIL V3 compliant and defined business solutions for ITIL users.
• Designed and implemented new functionality using UI Policies and Data Policies.
• Implementation of different Applications, Modules, Tables and Views as per client's requirement
• Setup the process for Incident Management, Problem Management, Knowledge Management and Service Catalog.
• Involved in coding the Business Rules (Server Side Scripting), Client Scripts (Client Side Scripting), Script includes in the ServiceNow.
• Set up the SLA for the incident, problem processes as per the requirement.
• Involved in various ServiceNow customizations as per client's requirement.
• Worked with business analyst to create and modify Service Catalogs and Request Workflow Designs.
• Responsible for creating various workflows for Service Requests.
• Involved in customization of forms for various ServiceNow applications.
• Involved in migration between various ServiceNow instances using Update Sets.
• Worked on loading the data into ServiceNow using import sets.
• Imported Configuration Items(CI) from third party applications using import set tables.
• Experience in configuring email notifications in ServiceNow.
• Has been part of end user self-service portal management.
• Involved in Upgrading the Instance from Eureka to Geneva.
• Configured end to end process for Knowledge management, and worked on the knowledge Centered Support (KCS) plugin.
• Worked on creating users, roles, groups and Configured LDAP Server and LDAP Listener for updating the user and group table record.
• Load the data to service-now objects using import sets on daily, weekly, monthly and on demand.
• Responsible for creating homepages including basic reporting, gauge configuration and dashboard presentation.
• Created Order Guides for New Employee and Contractor On boarding, Terminating Employee and Transfer of Employees.
• Created and loaded catalog items and record producers.
• Created various Catalog Client Scripts and Catalog UI Policies.
• Created Scheduled Jobs for Auto-Closing the Service Requests and Incidents.
• Created Various UI Macros for Incident Management.
• Involved in running the daily and weekly jobs to push the data into the application using Import Sets and Transform Maps.
• Loaded Assets and Configuration Items, Created relationships between Cis and Assets.
• Created Inbound web services using Scripted Web Services and Import Set Web Services between Service Now and procurement Systems.
• Created various outbound Email Notifications using Email Templates.
• Generating weekly reports and metrics for IT management.
• Configured metrics for indicating KPI of the Industry in different measure.
• Created many standard workflows which are being re-used and propagated.
• Documented business processes, functional requirements and conduct information flow analysis and process modeling within and across multiple business streams.
• Maintain the integrity of the service-now tool across production and non-production environments.
• Provide training on service-now process, operations and capability to all required teams.
• Involved in production support for all the Service-Now related issues.
• Designed the layout, CSS, dynamic content for the End User Self-Service Portal design.

Environment: ServiceNow Eureka/Geneva, MAC-El Capitan, XML, Oracle 11g, Toad, SQL*Plus, SQL*Loader, UNIX.

Confidential,Houston,TX

ServiceNow Developer/Admin

• Communicating with end users, identifying their difficulties and changing the applications as per their requirements.
• Created various front end forms, and associated Client Scripts, UI policies, including advanced customizations that require modification of UI Pages/Macros.
• Configured UI Page and UI Macro using the Jelly and JavaScript.
• Managed end user portal and created dynamic, static block for the content management system.
• Implemented best practice of ServiceNow Scripting, which enhanced the System performance.
• Designed Workflows, along with standard Workflow templates which can be reused.
• Strong knowledge of the server side scripting Business rules and Script Includes.
• Implemented ServiceNow ITSM applications using ITIL V3 services best practice processes, methods, testing, and training projects for multiple, diverse organizations.
• Orchestrated the efforts of vendors, and internal divisions/departments to internalize new IT Asset Management processes.
• Preparing Implementation Plan for every release in ServiceNow and provide Walkthrough to the entire team to execute the steps.
• Planning and coordinating the execution of Implementation along with Technical/Business validations post every Maintenance/Major release in ServiceNow.
• Implementation of Software and Change Management, ServiceNow Change Management.
• Implementation of changes to improve automation and efficiencies in ServiceNow.
• Manage ITIL Processes monitoring overall system performance using the System Performance and System Diagnostic dashboards. Integrating ServiceNow with other systems and customization.
• Technical implementation of various ServiceNow modules such as Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management.
• Managed all Change Management Information (ServiceNow). Configured multilevel approval workflow for the change request.
• Implemented Risk Management for the Risk evaluation of the change Request associated with the Configuration Item.
• Managing ServiceNow (Change Management) ITIL Automate and standardize business processes for all Go-Lives. Consolidating all global IT to a single system of record.
• Involved in daily, weekly and monthly meetings with client on the work progress and discussions on the upcoming work.
• Responsible for Development Team Performance and involved in grooming & mentoring team members on various processes.
• Did performance tuning of the ServiceNow and also worked on System Diagnosis.
• Integrated Microsoft Translator with ServiceNow for translating the different string.

Environment: ServiceNow Berlin/Calgary, Windows 10, Oracle 11g, WINSCP, SQL*Plus, JavaScript.

Confidential,Morristown,NJ

ServiceNow/Report Developer

• Worked with process owners and business stakeholders to translate business requirements into functional requirements within ServiceNow.
• Use JavaScript to create Business Rules, Client Scripts, UI Policies and UI Actions.
• Created various workflows for Incident Management, Change Management, Service Requests and SLA's.
• Assist in the import of configuration and asset data.
• Implementation, customization and configuration of different Service Manager Modules like Change Request, ESS, Service Desk, Service Catalog, Problem and SLM.
• Working on Report, dashboard designing.
• Defined SLA, OLA and Contract for the customer.
• Configured SLA workflow for the advance SLA configuration.
• Developed automated mappings to schedule the load of flat files on daily, weekly and monthly basis.
• 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.
• Trained all the users of the reports on using Info View and exporting reports to various formats.
• Designed, developed, and maintained the report portal which provides user access to scheduled reports and report parameters.
• Provided user training, guidance and instructions for information retrieval from Oracle databases.
• Involved in testing reports for correct mapping of the objects and data.
• Worked in production support for all the Service-Now and report related issues.
• Involved in basic SOAP message creation and Web service implementation.
• Implemented Social IT and Chat Application for the end user support.

Environment: ServiceNow Berlin, Business Objects XI R2, Oracle 10g, SQL Server 2005, UNIX.

Confidential, Atlanta,GA

ServiceNow Developer

• Involved in gathering the requirements from the business team and writing the technical design documents
• Maintained the versioning of the functional and technical specification documents in the SharePoint
• Implementation of Custom Applications, Modules, Tables and Views as per client's requirement
• Customization of form design and layout for various ITIL process for Incident Management, Problem Management, Knowledge Management, Change Management, Asset Management and Service Catalog.
• Involved in configuring the Business Rules, Client Scripts, UI Policies, Data Policies in the ServiceNow
• Created server side scripts and client side scripts, script includes, scripted Web Services
• Set up the SLA for the various ITIL processes as per the requirement
• Involved in various ServiceNow customizations as per client's requirement.
• Involved in migration between various ServiceNow instances using Update Sets
• Worked on loading the data into ServiceNow using import sets
• Imported Configuration Items(CI) from third party applications using import set tables
• Experience in configuring email notifications in ServiceNow
• Involved in redesigning the workflows using ServiceNow workflow editor
• Involved in reconciliation of complicated workflows to simpler form.
• Setup MID Server used by Discovery and troubleshooting problems with the tool configurations.
• Worked on Configuring rules, monitors and management packs in SCOM.
• Involved in generating the on-demand reports and scheduling report generation in ServiceNow
• Followed the AGILE approach with 3 week sprint cycle and daily scrums
• Contribute to technical discussions, and be involved in the decision making process with other senior engineers to resolve product issues.

Confidential,New York,NY

PL/SQL/Report Developer

• Coordinate with the application team (Java developers) to provide them with the necessary Stored Procedures, functions and packages (Stored Procedures, Functions, Cursors, Ref cursor) and the necessary insight into the data.
• Resolved functional issues in business processes through enhancements.
• Converted business logics to logical and then physical design of database systems.
• Performed tuning and optimization on SQL queries using analyze, explain plan, TKPROF utility, SQL Trace and optimizer hints.
• Extensively used SQL*Loader to load data from flat files obtained from various facilities every day.
• Generated server side PL/SQL scripts for data manipulation and validation and created various materialized views, global temporary table.
• Generated scripts for creation of new database objects like tables, views, sequences, functions, synonyms, indexes, triggers, packages, Stored Procedures, roles and granting privileges.
• Handled PL/SQL compile-time, runtime errors, and debugging Stored Procedure for business logic modification, granting and revoking Schema Object privileges and roles, responding to system events through triggers.
• Used nested tables, arrays/associative arrays, string indexed, nested collections; wrote PL/SQL programs using collections and compared associative arrays to collections.
• Involved in data loading using PL/SQL and SQL*Loader, external tables and Kron jobs calling Unix (AIX) scripts to download and manipulate files.
• Developed automated Korn Shell Scripts to schedule the load of flat files on daily, weekly and monthly basis.
• Responsible for gathering the requirements for creating data models for data analysis and reporting.
• Regularly analyze review the Crystal Reports developed and make enhancements to them if recommended by the user.
• Developed cross tab reports, sub reports by using Crystal Reports version XI.
• Performed integration testing for checking complete functionality of various modules.
• Participated in daily status meeting to report any bugs, issues and risks.
• Provided 24*7 production supports for complex modules.

Environment: Oracle 10g, SQL*Loader, TOAD, PL/SQL, SQL*Plus, ERwin, Crystal Reports XI, SQL Server 2005, APEX, UNIX, Perl, ClearCase (Version Control), ClearQuest, Windows 2000/XP.

Confidential

PL/SQL Developer

• Developed PL/SQL Packages, Procedures and Functions for Various Extract Process run through UNIX Jobs.
• Coded PL/SQL Packages and Procedures using Bulk Binding, for all Statements, Dynamic SQL and Cursor Variables.
• Tuned PL/SQL Packages and Procedure to manipulate large no of data using collections like nested tables and arrays.
• Tuned Large Complex Queries and Improved Performance of PL/SQL procedures.
• Created Schema Objects like Tables, Views, Materialized views, Sequences, Constraints, and Indexes.
• Developed and Deployed Traders Oracle REPORTS in Oracle Application Server 9i.
• Generated Oracle FORMS and REPORTS using Designer 6i.
• Designed and Developed Reports using Oracle Discoverer 9i.
• Improved Performance of Discoverer Reports using Materialized views.
• Developed UNIX Shell Scripts for Autonomous Jobs.
• Experience in developing logical and physical database design, data modeling using Erwin.
• Provided Productions supports and ongoing user supports for the application.
• Designed Development Documentation and Support Documentations.

Environment: Oracle10g, Oracle FORMS/REPORTS (10g), Designer10g, TOAD, Oracle Application Server 9i and UNIX Shell Scripting.