SUMMARY:

• Around 7 years of experience in IT industry wif 3+ years of very good experience in Service Now Development, Maintenance, Implementation and Administration.
• Having 4 years of experience in teh field of Database and implementation in PL/SQL.
• Having extensive experience on Technical implementation of various ServiceNow modules such as Change Management, Incident Management, Problem Management, Service Catalog, and Configuration Management.
• Expertise in Design and configure ITSM (incident, change, problem) and customizing teh applications using Java script, AJAX, HTML and DHTML in ServiceNow.
• Extensive experience in Software Development Lifecycle (SDLC) managing project scope, requirement definition, resource management, change management, analysis, managing work schedules, project status reporting, project coordination and conflict resolution.
• Expertise in Design and developing custom applications in ServiceNow and utilize its potential in PaaS (Platform - as-a-Service).
• Expertise noledge in using Content Management System (CMS).
• Expertise in Design and development of CMDB (Configuration Management) in ServiceNow.
• Hands-on experience leading all stages of system development efforts including requirement, design, architecture, testing and support.
• Good experience in working wif Java Script, CSS, HTML and XHTML.
• Experience wif Job scripting wif teh halp of scheduling tool Control-M.
• Good noledge wif Deployment in UNIX Environment.
• Implemented ServiceNow ITSM applications Incident, Change, and Helpdesk Management
• Developed business requirements and technical design documents for implementing Service-Now.
• Expertise in Oracle Stored subprograms, Packaged subprograms, Cursors, Cursor Variables, Collections, Triggers, Native Dynamic SQL.
• Expertise in distributed query performance tuning by using EXPLAIN PLAN, SQL Trace and TKPROF Utilities, hints provided by oracle.
• Experienced in Data Analysis, Data Modeling and Data Profiling.
• Expertise in developing both Logical Modeling and Physical Data Modeling using Erwin.
• Expertise in RDBMS development including Oracle SQL, PL/SQL database backend programming wif stored procedures, Functions and packages.
• Experience in Data migration Projects which uses SQL Loader, PL/SQL programming, coding Procedures, triggers and functions
• Expert in Export, Import and SQL*Loader Utilities.
• Experience in data extraction, data migration and Data loading.
• Excellent communication and interpersonal skills.

TECHNICAL SKILLS:

Service Now

(Ticketing tool): Service Now ITSM Service Now Administration and Support

(Service Catalog configuration, Incident Management, Problem Management, Change Management, Knowledge Management, Access management (RITM), LDAP, Personalizing Forms, Personalizing Lists, scripting, Create update sets, Move update sets between instances, ICM changes, testing)

Testing Tool: HP Quality Centre 10.0 and 11

CRM Tools: Kana CRM, Clarify

Database: Oracle 9i, Oracle 10G, Sql Server, MS Access

Dimensional Modeling: Kimball & Inmon.

Operating Systems: Windows 2008, 2003, 2000, XP, UNIX, Sun Solaris 5.9

Tools/ Others: Toad, Clarify, SQL, PL/SQL, PuTTY

PROFESSIONAL EXPERIENCE:

Confidential, Irving, TX

ServiceNow Developer / Admin

Environment: CMS Designing & Development, Script Include, Java Script, Boot Strap, Client Scripting, Jelly Scripting, Service Catalog Workflows

Responsibilities:

• Communicating wif end users, identifying their difficulties and changing teh 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.
• Experience wif jelly scripting in serviceNow.
• Designed Workflows, along wif standard Workflow templates which can be reused.
• Strong noledge of teh 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 teh 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 teh entire team to execute teh steps.
• Planning and coordinating teh execution of Implementation along wif 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 teh System Performance and System Diagnostic dashboards. Integrating ServiceNow wif 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).
• 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 wif client on teh work progress and discussions on teh upcoming work.
• Responsible for Development Team Performance and involved in grooming & mentoring team members on various processes.

Confidential, Jersey City

ServiceNow Developer / Admin

Environment: Form Creation, Business Rules, Script Include, Client Scripting, Jelly Scripting, Email Notifications, LDAP Integration

Responsibilities:

• Involved in Designing, Development and Implementation of CMS (Content Management System) Web Site.
• Designed a company-wide service catalog that offers a collection of services.
• Involved in customization of UI for a noledge base.
• Created customized login pages, search pages wif drop down list in search bar.
• Configured and retrieved teh service catalog items from teh databases for user friendly in new cms ui pages.
• Involved in designing, development of Home Page, Place Order for Service Catalog, Knowledge base, Create a service ticket, Schedule a call from teh service desk and schedule a time for solving teh issues wif one to one personally.
• Involved in creating of My Dashboard where it contains My Requests, My Reports of Incidents and a search bar for searching of Incidents.
• Involved in creating of IT New Flash where teh day to day news are getting scrolled by using teh noledge articles.
• Exposure on multi-domain systems to communicate each other.
• Extensive experience on job scripting wif teh halp of BMC Control-M.
• Involved in writing of CSS, HTML, XML, JavaScript, Jelly Script, and JQuery.
• Used Bootstrap framework for teh development of responsive pages for desktop, mobile ui, iPad, iPhone and android enabled devices.
• Created update sets for configuring in different instances me.e., temp, test, uat, dev and production instances.
• Met all service level agreements (SLA’s) and delivered all significant result and deadlines.
• Change module, Incident module, problem module are updated on clients feedback.
• Actively involved in daily Scrum meetings.

Confidential, Charlotte, NC

ServiceNow Developer /Admin

Technology: ServiceNow ITSM tool, Java Scripts, SQL, LDAP, HP Quality Centre

Responsibilities:

• Actively Involved in End User Portal design, and also teh ongoing support and maintenance using CMS application Service Now.
• Service Catalog design and workflow design based on teh approval and fulfillment process.
• dis is end-to-end development of teh catalog which includes requirement analysis, catalog form design, workflow design along wif teh dedicated catalog home page using CMS.
• Implementation of bootstrap framework in teh End User Portal to make it interactive, responsive (java script + HTML + CSS).
• Extensive use of teh Dynamic Content Block in teh End User Portal using jelly script.
• Involved in teh development of teh Portal Pages, Home Page, home Page administration and layout design.
• Widget creation and use of gadget for teh custom display block.
• Created UI page and UI Macro by using jelly.
• Involved in CMS page layout design, by using teh HTML DIV based layout, drop zone creation along wif JQUERY and CSS.
• Style sheet creation for teh UI page, Dynamic Content and CMS page.
• More customized and more user friendly Search Box for Service Catalog, using teh bootstrap, dynamic content (Jelly).
• Involved in number of IT Dashboard Creation, Report Creation and Gauge Creation.
• Involved in design of teh Knowledge Management Portal.
• Using teh best practice for migrating teh customization from one instance to another which include creation of update set, preview, commit of update sets and merge operation.
• Report Creation for SLA for Incident, catalog task based on teh severity.
• Using SCRUM methodology for teh development and for defect tracking.
• Scheduled Job creation for make teh user data update based on HR Management User data.

Confidential, Dayton, OH

Pl/Sql Developer

Environment:Oracle 10g/9i, SQL, PL/SQL, SQL*Loader, MS Access, UNIX Shell script, TOAD, Oracle Forms 10g,Reports10g,UNIX, Windows XP/2000.owb 10g.

Responsibilities:

• Involved in teh Analysis, Design, Coding and Testing of teh application.
• Created PL/SQL stored procedures, functions and packages for moving teh data from staging area to data mart.
• Worked on designing and developing a data warehouse for providing business intelligence
• Created SQL*Loader control files for loading teh data from flat files to staging area tables.
• Developed SQL scripts to create database objects like tables, views and sequences.
• Involved in SQL tuning, PL/SQL tuning and Application tuning using various tools like TKPROF, EXPLAIN PLAN, DBMS PROFILER, etc.
• Developed SQL and PL/ SQL scripts for migration of data between databases.
• Designed and developed complex reports to meet end user requirements and deployed using Oracle Report 10g.
• Tune SQL statements using hints for maximum efficiency and performance, create and maintain/modify PL/SQL packages, mentor others wif teh creation of complex SQL statements, perform data modeling and create/maintain and modify complex database triggers and data migration scripts.
• Developed complex triggers in reports before/after for validation of user input.
• Designed and developed user interfaces using Oracle Forms 10g.
• Involved in logical and physical database design, Identified Fact Tables, Transaction Tables.
• Proactively tuned SQL queries and performed refinement of teh database design to leading significant improvement of system response time and efficiency.
• Design and development of conversions, interfaces, customizations, Custom Forms, Reports and all Technical design and solutions.

Confidential, FL

Jr. PL/SQL Developer

Environment: Oracle8i/9i, SQL, PL/SQL, SQL*Loader, Toad, Windows NT/XP

Responsibilities:

• Created PL/SQL Stored Procedures, Functions, Triggers and Packages to transfer teh data from teh intermediary database to teh main database using DB Links.
• Designed and developed Risk engine rules to accept inputs and validate teh input through defined set of rules and generate teh output using PL/SQL procedures.
• Created automated jobs using UNIX Shell scripts to run all teh Sql files in a directory by invoking SQL *Plus.
• Extensively used Cursors, User-defined Object types, Records, and Tables in PL/SQL Programming for generating worksheets.
• Created Views, Materialized Views and Indexes for better performance of summary tables, Autonomous Transactions, Coding Dynamic SQL Statements.
• Created PLSQL infrastructure for Debugging and Error Handling using stored procedures and Functions in packages.
• Created UNIX shell scripts for Encrypting and Decrypting data files.
• Worked wif DBA to implement compression on Database tables.
• Worked wif DBA to set up Oracle Streams that streams data from OLTP to DWH database.
• Monitoring Autosys jobs in QA, DEV and production.
• Implemented Interval range and Hash partitions to halp improve teh performance of SQL queries.
• Maintaining different versions for DDL extract of schemas and applications files (version control) using Tortoise SVN.
• Used Exception Handling extensively to debug and display teh error messages in teh application.
• Perform data modeling and create/maintain and modify complex database triggers and data migration scripts.
• Used SQL*LOADER and External tables to upload data into teh tables.
• Worked on Power Exchange to create Mappings, workflows that loads teh data from Flat files coming from source system to Oracle database.
• Monitored Informatica workflows using Informatica workflow monitor.
• Involved in Implementation and end user training.
• Worked on production support, and receive production calls, and working on trouble reports which are received from clients