SUMMARY

• Having around 9+ years of experience in IT with 6 years of experience on service now development, Maintenance and Administration
• Extensive experience on Technical implementation of various ServiceNow modules such as Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management
• Experience in interacting with the clients, understanding their requirements, providing the sizing and finally developing customer facing portals and applications.
• Expertise in Design and development of CMDB (Configuration Management) in ServiceNow
• Experience in developing workflows and in customizing the applications in service now using Java script, AJAX, HTML and DHTML
• Expertise in Design and configure ITSM (incident, change, problem) in Service - now
• Created business requirement and technical design documents for implementing ServiceNow
• Third Party integrations, REST API, LDAP integration, Server set up in ServiceNow and Run Automation
• Experience in integrating ServiceNow with various Java based Webservices, JIRA, BMC Remedy
• Involved in LDAP integration with ServiceNow for obtaining users and groups
• Worked on integrating ServiceNow with external SOAP and REST based webServices
• Proficient in creating Access Control Rules (ACL). Use of scripting tools and ServiceNow functionality to create script to automate routine tasks being done in ServiceNow
• Expertise on creation of workflows for Service Catalog items in Service Now
• Involved in the ServiceNow instance upgrade activities and patch fixes to ServiceNow instance
• Experience in creating and configuring the SLAs as per the requirement
• Having production support experience with quickly problem-solving capabilities
• Hands-on experience with Oracle Reports, SQL, PL/SQL, Open Interfaces, and APIs.
• Used Advanced PLSQL concepts, PL/SQL tables and Dynamic SQL for DML operations for better performance
• Excellent knowledge on writing complex SQL queries, stored procedures, functions, views, cursors, Indexes and performing fine tuning in query side and database aspects

TECHNICAL SKILLS

Languages: Java script, HTML, PL/SQL, SQL, XML

Applications: Eclipse, NetBeans, Oracle SQL Developer

Ticketing Tools: ServiceNow (Catalog configuration, Incident Management, Problem Management, Change Management, Knowledge Management, Access management)

Databases: Oracle 8i/9i/10g/11g, MS Access, MS SQL Server 2000/2005

Operating Systems: Windows, Mac, MS-DOS, Sun Solaris, Linux

Web/App Servers: Apache Tomcat, Web logic Server 8.1/9.2/10, MS IIS 5/6.0, JBoss

Packages/Tools: MS Office Suite, Toad, PuTTY, FrontPage 2000

PROFESSIONAL EXPERIENCE

Confidential, Irving, TX

Service Now Developer/Admin

Environment: Service now (incident, Problem, service catalog), CMDB

Responsibilities:

• Used best practices for development, conducts thorough testing, analysis, and changes to Service-now. Ensures all assigned project tasks required for the implementation of Service-now are completed on schedule.
• Implemented Core configuration changes to the platform as well as supporting applications.
• Responsible for upgrading the platform with current releases and scheduling clone on all the instances.
• Worked as a Pre and Post installation consultant to define and implement industry (ITIL) best practice for the ServiceNow ITSM Platform.
• Experience in creating Business rules, Client scripts, Catalog client scripts, fix scripts, script includes and scheduled jobs.
• Experience in creating UI Actions, UI Polices and UI policy Actions as per the requirement.
• Expertise in creating and configuring the SLA definitions, SLA rules, Task Assignment rules as per the requirement.
• Experience in the development of Email scripts and configuring Notifications as per the requirement.
• Configured Scheduled email of Reports as per the business requirement.
• Created data fix scripts for data corruption issues and perform Root Cause Analysis.
• Used system logs to view information about system activity (i.e. Work Flow, Configuration, Transaction, Email, Events, System and Upgrade logs).
• Technical implementation of various ServiceNow modules such as Change Management, Incident Management, Problem/ Configuration Management, Service Catalog.
• Experience in the creation of workflows for service catalog items in ServiceNow.
• Involved gathering the requirements to create and modify service catalog items and workflow designs.
• Involved in the ebonding integrations bidirectional using SOAP and REST APIs.
• Manage ITIL Processes monitoring overall system performance using the System Performance and System Diagnostic dashboards. Integrating ServiceNow with other systems and customization.
• Involved in the day-to-day administration tasks by working on the tickets for any user or customer facing issues which are only allowed by Senior SN Administrators.

Confidential, Irving, TX

Service Now Developer/Admin

Environment: Service now (incident, Problem, service catalog)

Responsibilities:

• Worked on UI customizations for forms, lists and UI actions.
• Tests, analyzes, collaborates, and assists with translating business requirements into technical requirements to ensure a smooth implementation of new enhancements, applications or modules.
• Created ACL's, Users, Groups and Roles for Security, Approvals and Fulfillment.
• Utilizes Java Scripting, HTML, CSS and PowerShell to deliver solutions that automate and audit business processes.
• Worked on CMDB and Asset management. Performed Data migration to import data from other applications and external databases.
• Utilizes best practices for development, conducts thorough testing, analysis, and certification of changes to Service-now. Ensures all assigned project tasks required for the implementation of Service-now are completed on schedule.
• Implemented Core configuration changes to the platform as well as supporting applications.
• Service Catalog (Request Item, Order guide and record producer) has been created based on client requirements.
• Coordinated with various stake holders and offshore team on day to day issues.
• Technical implementation of various ServiceNow modules such as Change Management, Incident Management, Problem/ Configuration Management, Service Catalog.
• Software configuration/customization including UI customization, workflow administration, data imports, custom scripting, third-party software integrations, implementing new functionality, homepage customization.
• Development of requirement integration components (SSO, LDAP, SOAP).
• Manage ITIL Processes monitoring overall system performance using the System Performance and System Diagnostic dashboards. Integrating ServiceNow with other systems and customization.
• Create data fix scripts for data corruption issues and perform Root Cause Analysis.

Confidential - Overland Park, KS

Service Now Developer / Admin

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

Responsibilities:

• 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.
• Experience with jelly scripting in ServiceNow.
• Create an access control rule (ACL). Use of scripting tools andServiceNowfunctionality to create script to automate routine tasks being done inServiceNow.
• 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.
• Implementation of Software and Change Management, ServiceNow Change Management.
• Implementation of changes to improve automation and efficiencies in Service Now.
• Technical implementation of various ServiceNow modules such as Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management.
• LDAP, Initial Data Loads, Import Sets, automated integrations and address exceptions.
• Managing ServiceNow (Change Management) ITIL Automate and standardize business processes for all Go-Lives. Consolidating all global IT to a single system of record.

Confidential

PL/SQL Developer

Environment: Oracle 10/11g, PL/SQL, Informatica 8.6, DB2, SQL Navigator, UNIX, Windows XP.

Responsibilities:

• Interacted with the Business Analysts in understanding the business requirements for the project.
• Gathered the requirements from the users and analyzed their business needs and created SRS documents.
• Involved in SDLC including designing, coding and testing.
• Collaborated with Data Warehouse Architecture in writing PL/SQL scripts, shell programs, and Data Flows.
• Created database objects like tables, views, procedures, packages using Oracle tools like SQL* Plus, PL/SQL and TOAD.
• Extracted data from Flat files and transformed it in accordance with the Business logic mentioned by the client using SQL*Loader.
• Involved in validating the data while data migration by creating PL/SQL Packages, Procedures, Functions, Triggers.
• Worked on performance tuning and used Explain Plan, TKPROF and SQL trace for tuning the queries.
• Created Indexes for faster retrieval of the customer information and enhance the database performance.
• Wrote complex SQL queries including inline queries and sub queries for faster data retrieval from multiple tables.
• Used Ref cursors and Collections for accessing complex data resulted from joining of large number of tables.
• Worked with Bulk Collects to improve the performance of multi-row queries by reducing the context switching.
• Handled Exception extensively for the ease of debugging and displaying the error messages in the application.
• Related and modified several UNIX Shell Scripts according to the changing needs of the project and client requirements.

Confidential

Oracle Pl/Sql Developer

Environment: Oracle 10g, SQL, PLSQL, TOAD, Oracle Forms 10g, Reports10g.

Responsibilities:

• Involved in the Analysis, Design, Coding and Testing of the application.
• Created PL/SQL stored procedures, functions and packages for moving the data from staging area to data mart.
• Worked on designing and developing a data warehouse for providing business intelligence
• Developed SQL scripts to create database objects like tables, views and sequences.
• 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 with the 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 the 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.