SUMMARY:

• Over 8+ years of Experience in Information Technology, 4+ years of experience in ServiceNow platform as both Developer and Administrator.
• Configured Applications using Service - Now tool used in ITIL Management. Strong understanding of ITIL V3. Deep functional and technical knowledge of the Service Now platform as well as experience delivering medium to large-scale Service Now implementations.
• In-depth knowledge of the technical implementation of Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management, Reporting, Integrations.
• Experience in working with ServiceNow (Application Programming Interfaces) APIs.
• Experience in Enhancing the ServiceNow functionality by customized JavaScript code to support the new business needs.
• Strong Problem solving & organizational abilities. Good in leading, mentoring, coaching, and motivating team to deliver the best result.
• Hands-on experience on front end web applications development experience using JavaScript, HTML5, Jelly, Ajax.
• Performed several Integrations like LDAP, SSO, hspm POC, and Remedy.
• An effective communicator with excellent relationship building & interpersonal skills.
• Successful deployment of two SaaS Applications.
• Experience with Web Technology; such as: XML, HTML, JavaScript and Web Services.
• Experience in creating scripts like Business Rules, Client Scripts, Catalog Client Scripts, UI scripts and UI Policies.
• Created catalog items, record producers, order guides, workflows, inbound emails actions and update sets for service requests.
• Service-Now Administration and Production support including maintenance of lower life cycle instances.
• Designed and developed client scripts, business rules and Java scripting.
• Extensive experience in working with Glide Scripting and JavaScript.
• Functional knowledge and implementation experience of IT Service Management (ITSM) frameworks and demonstrated project management skills and experience working directly with Customers and Clients.
• Experience working on SaaS (Software as a Service) based tools (ServiceNow), with focus on implementing ITIL processes.
• Strong experience in JavaScript.
• Experience in Upgrade and Configuration of different modules of Service-Now.

TECHNICAL SKILLS:

ITIL: ITSM, ServiceNow, JavaScript, HTML, CSS

Programming Languages: HTML, XML, SOAP, WSDL, SQL, PL/SQL

Software Methodologies: SDLC, Waterfall, Agile, XP, Scrum

Databases: Oracle 7.x/8i/9i/10g.

Database Tools: SQL Client, TOAD, SQL Developer, PLSQL Developer

Version Control Tools: SVN

PROFESSIONAL EXPERIENCE:

Confidential, Plano, TX

Sr. ServiceNow Developer/Administrator

Responsibilities:

• Developed and configured Business Rules, Script Includes, UI Policies, Catalog Client Scripts and Client Scripts, Scheduled Jobs.
• Worked on Agile methodology for the software development.
• IT Service Management applications development on ServiceNow platform to automate the day-to-day corporate business processes.
• Created all JavaScript logic (validation, animations, transitions, template, date picking etc.
• Designing new Workflows and modifying the existing workflows according to new requirements in an efficient manner.
• Interaction directly with functional/process owners over phone or WebEx to understand the business processes and new requirements.
• Developed several client side scripting, catalog scripts, UI scripts, server side scripting based on business rules.
• Migration from BMC remedy to ServiceNow using SOAP integration.
• Gathered requirements for SLA and configured in ServiceNow.
• Worked on User Management to add, update and deactivate users in ServiceNow.
• Followed the Release process to develop and deploy the code in development to production environments as per proper approval from functional leads
• Enhancing the Service-Now functionality by customized JavaScript code to support the new business needs.
• Deployment checklist and test case document preparation.
• Deploying the developed code to Stage/QA/Production instances using Update Sets.
• Providing support during the UAT process and postproduction deployment.
• Key contributor in Service Integration ITSM Tools team including configuring ITSM tools to engage effectively over the Service Integration Layer, building Web Services for different technologies and providing support for demos to internal stake holders as well as client stake holders.
• Created technical specification documentation after all the work has been done.

Environment: JavaScript, XML, HTML, ServiceNow Fuji, CSS, AJAX, CMDB.

Confidential, Iselin, NJ

Sr. ServiceNow Developer/Administrator

Responsibilities:

• Worked with process owners and business stakeholders to translate business requirements into functional requirements within ServiceNow.
• Worked on Agile methodology for software development.
• Used JavaScript to create Business Rules, Client Scripts, UI Policies and UI Actions.
• Prepared documentation for requirements, design, installation and unit testing and system integration of Service-Now.
• Involved in testing Service-Now form and reports for correct mapping of the objects and data correctness.
• Developed automated mappings to schedule the load of flat files on daily, weekly and monthly basis.
• Worked in production support for all the Service-Now and report related issues.
• Provided training and support to all ServiceNow users.
• Gathered requirements from stakeholders at various phases to leverage ServiceNow within organization on End user self-enablement portal using CMS.
• Created various workflows for Incident Management, Change Management, Service Requests and SLA's.
• Provided analysis, design and development of ServiceNow ticketing and incident management systems to support the company's technical operations.
• Provided ServiceNow configuration and customization assistance including workflow administration, report setup, data imports, custom scripting and third party software integrations.
• Developed UI forms, fields, notifications, SLA workflows and JavaScript server/client code.
• Supported the 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.

Environment: ServiceNow, XML, SQL, CMS, HTML, JavaScript.

Confidential, Dallas, TX

ServiceNow Business Analyst

Responsibilities:

• Perform requirements gathering and validate requirements with process owners for process enhancement.
• Coordinate relationships business & technical teams to detail user stories (requirements) to be approved for Sprint & Release plans.
• Collect, review, analyze, manage, backlogs (users stories & defects) from process owners and Service Owners.
• Perform QA testing & UAT of user stories from approved Sprint for scheduled deployment.
• Provide demo of passed stories for process owners to obtain approvals.
• Collaborate with IT process owners to develop global solutions for optimal IT service delivery.
• Review existing IT processes in ServiceNow to identify areas of improvements & enhancements.
• Assist in coordinating the process integration and review existing service catalog & request fulfillment.
• Liaised between IT and business to gather & validate requirements on different levels of projects.
• Modified filter conditions, tables and new KPI source for performance metrics relating to incidents, problem, catalog task metrics, change and met response/resolution SLA.
• Performed UAT of ServiceNow applications- ESS, Incident, Service Catalog & Change Management during Fuji Upgrade.
• Ensured change process & compliance are properly adhered to by approvers, assessors, change owners, and clients.
• Maintained and support operational functions for integrated systems within ServiceNow.
• Design of Catalog Items Form of Requirements to build out within ServiceNow.
• Supporting ServiceNow new process to include, standard workflow process, standard group membership build design, catalog items (workflows, approvals, task sequences).

Confidential, Jacksonville, FL

PL/SQL Developer

Responsibilities:

• Worked as a primary point of contact for all Database design and development activities.
• Involved in implementing business logic with Oracle-stored procedures, functions and triggers using PL/SQL.
• Involved in walk-through sessions with business users during the Analysis, Design, and development phase, written PL/SQL Stored Procedures, Functions, and Packages to meet the business requirements.
• Created and maintained tables, procedures, functions, and packages, and update, delete, and insert statements and compile them.
• Worked with architects, Business Analysts, ETL developers, and QA testers to translate data requirements into the physical schema definitions for Oracle.
• Written Custom SQL scripts, Stored Procedures, Functions, Triggers, Views, Cursors, Packages and Exceptions.
• Code review to ensure that the existing code is complaint with the coding standards.
• Deployment of the code from IBM Rational Clear case to other environments using IBM Rational Build Forge.
• Involved in Importing and exporting the Tables, Users, and Schemas.
• Responsible for Unit Testing and Integration testing of PL/SQL Packages, Procedures, Functions and Triggers.
• Data Load from flat files into Oracle tables using SQL*Loader, and PL/SQL procedures.
• Documented the whole process flow, PL/SQL packages, log files, locations and descriptions, log tables and possible error messages, process codes and descriptions.
• Expertise in DBA concepts like creating tables, table space, Grants to users.
• Provided Production Support, problem resolutions and bug fixing, actively involved in resolving the issues and coordinating with business users and resolving the issues.

Environment: Oracle 11g, SQL, PL/SQL, SQL Developer, PL/SQL Developer, Toad, Unix, Windows 2007, MS- Excel, IBM Rational Clear case tool, IBM Rational Build Forge, Notepad.

Confidential

PL/SQL Developer

Responsibilities:

• Maintained the standard of the layouts, data model.
• Interacted with clients and Business in requirement gathering and analysis.
• Responsible for loading data from spreadsheets, flat files coming from different vendors to DB using ETL tool.
• Created PL/SQL procedures implementing an Oracle collections framework for cleansing up the stage table's data using Dynamic SQL.
• Responsible for creating SQL queries to SAS users for generating reports and fine tuning the existing queries.
• Created stored procedures, functions, packages, Database trigger and cursors based on business rules and requirements and for data security & Consistency.
• Responsible for creating PL/SQL scripts in database copy from one schema to another schema.
• Involved in SQL Query tuning and complex procedures to improve performance.
• Created new Tables, Indexes and Sequences needed as per new requirements.
• Created materialized views that performed basic query optimization for the Oracle databases where business requirements needed.
• Experience in writing procedures, functions and packages for new requirements.
• Built Complex SQL queries with unions and sub-queries.
• Created indexes on tables to improve the performance by eliminating the full table scans and views for hiding the actual tables and to eliminate the complexity of the large queries.
• Wrote packages using Oracle PL/SQL to access data from the database and write into and extract from flat files using SQL Loader utility.
• Worked with Bulk Collects to improve the performance of multi-row queries by reducing the context switching.
• Responsible for Unit Testing and Integration testing of PL/SQL Packages, Procedures, Functions and Triggers.
• Implemented Advanced PL/SQL Concepts for better performance of PL/SQL Applications.

Environment: UNIX, Oracle database, SQL developer, PL/SQL Developer, SQL* Loader, Oracle Forms.