SUMMARY

• A Qualified IT Professional with 8 years of experience including 5 years of experience as a Service - Now developer and administrator.
• Working experience of various phases of SDLC such as Requirement Analysis, Design, Code Construction and Test.
• Good knowledge in Java Scripting and web technologies (JAVA Script, XML, HTML, AJAX, CSS, HTTP)
• Strong Experience with IT Service Management processes (Incident, Problem, Change, Release, SLM, Service Catalog, Configuration Management Database, Asset Management)
• Functioning as a ServiceNow SME and Technology for the past 2+ years handling Technical Design Analysis, Impact Analysis, Maintenance and Support Activities, and Migrations.
• Implemented web services which are used in setting up a robust process for integrating Service-Now with a Procurement Tool. Also has an in-depth knowledge about Direct Web service API of Service now, SOAP and WSDL. Extensively worked with REST GET and POST using basic HTTP Authentication.
• Handled customer demos and RFC’s for new ServiceNow clients, and accounts
• Provide on-going technical assistance and software configuration/ customization to include screen tailoring, workflow administration, report set-up, dashboards, data imports, LDAP integration, custom scripting and third party integrations.
• Piloted ServiceNow initiatives in conceptualizing and implementing robust and effective solution designs for the organization’s ServiceNow COE (Center of Excellence).
• Developed solutions using JavaScript, Ajax, Web Services, SOAP and other web technologies to integrate ServiceNow with internal/ external systems and tools.
• Experienced in all phases of SDLC including Analysis, Design, Coding and Testing
• Working experience with relational databases like Oracle, MS SQL Server, MySQL.
• Working knowledge of Agile Scrum, Waterfall, Iterative and Spiral methodologies.
• Strong experience on testing methodologies and experience on preparation of test plans, and support for Integration Testing&UAT.
• Experience in implementing, monitoring, analyzing, and supporting service management processes and tools with good experience in the IBM Netcool and HP suite of products with specialization in event co-relation and notification software.
• Prepared and maintained process and system based documentation.
• Executed Sprint projects and formulated technical and functional design requirements.

TECHNICAL SKILLS

ITIL: ITSM, ITIL, Service Now, CMS,SCR, SAM, LDAP.

Programming Languages: C, C++, Java, ASP.Net(C#), JEE, SQL, PL/SQL, ADO.Net

Java: JDK 1.6, Collections, Multithreading, Networking, Generics, Exception Handling, Files and Streams, JDBC

J2EE: Servlets, JSP, JSTL, Struts, Spring AOP, JNDI, JMS, JTI, Ajax, EJB, Spring IOC, Hibernate, Java Beans

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

Databases: Oracle 10g, MySQL

Database Tools: SQL Client, TOAD, SQL Developer

Web/Application Servers: IBM Web Sphere 6.x, Web Logic 10, Apache Tomcat

IDE: Eclipse, Net Beans, TOAD

Version Control Tools: CVS, SVN

Tools: and Packages: Rational Rose, Ant, Maven, Log4j, TOAD, MS Office, Dreamweaver

PROFESSIONAL EXPERIENCE

Confidential, San Diego, CA

Sr. ServiceNow Developer

Responsibilities:

• Development of Service catalog which includes creating new catalog items, designing workflows and execution plans.
• Created functional and technical specifications documents for various ServiceNow modules
• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in Service Now
• Coordinating the instance upgrade activities.
• Involved in cloning activities like raising the request for cloning and excluding some tables to not come under cloning.
• Worked on change management module by enhancing the tool to the stakeholders and made it easy to understand. worked on CMDB from the scratch
• Worked on domain separation.
• Worked on DISCOVERY and set up mid servers and check for the connectivity, Became an expert in troubleshooting Discovery tool.
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, Soap web services, CSS, HTML5
• Worked on UI Macros to create pages as templates on requirement from the stake holders
• Configured multiple forms for Asset module using Configuration Management Database.
• Resolving typical Users access and roles issues by checking active directory and users table.
• Creating database views to pull the reports on variables which are being used by catalog items.
• Writing Catalog client scripts and UI policies to make client side changes.
• Creating the UI pages to use them in catalog items, Implemented using UI scripts.
• Creating Knowledge articles to document the steps in creating the catalog items.
• Working on different kinds of variables and variable sets.
• Working on order guides, to arrange them in sequential order to make the user comfortable while raising a request.
• Re-designed workflows using workflow editor, Reconciled complicated workflows to simpler form.
• Writing script includes invoking them in reference qualifiers or variable scripting.
• Integrating Service catalog module with “Netcool” monitoring tool using Web Services and fixing the issues which come up while the tolls are getting interacted.

Environment: Service-Now, Crystal reports 2008/9.x, Netcool, CSS, HTML, Web Services, CMDB, BIRT 2.5.1, SRM 7.6, MS SQL server 2008

Confidential, NJ

Sr.ServiceNow Developer

Responsibilities:

• Assisting client implementing the MSP (Managed Service Provider) instance for Service-Now and Domain separation for Service-Now Instances.
• Working with client and functional requirements within ServiceNow.
• Facilitating rollout of new applications and modules.
• Design and implement new functionality using Business Rules, UI Policies, and Access Lists etc.
• Service Catalog and Request Workflow Design and Configuration
• Created various workflows for Incident Management, Change Management, Service Requests and SLA's.
• 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.
• Created new Business Rules/Script Includes/Client catalog script/Client Script.
• Configured chat functionality for Service Desk ticketing queue
• Created transform maps for importing CMDB data.
• Written script includes and invoked them in business rules and client scripts
• Imported Active Directory to Service now using data sources.
• 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.
• Worked on the integration of Service Now with Siebel, integrated Service Catalog and Incident module.
• Used JMS integration to fulfill this requirement, worked on Scheduled Jobs and Mid Server Script Includes to fulfill the requirements.

Environment: Service Now, Asset Management, Incident Management, Problem Management, Fire eye, HTML, Java script, CSS, CMDB.

Confidential, Miami FL

Servicenow Developer

Responsibilities:

• Using DAO patterns to interface with Database and DTOs for data transfer between the integration tier and business tier.
• Analyzed and evaluated the requirements within ITIL framework and industry best practices.
• Extensively involved in creating Remedy Forms and Workflow objects to customize BMC Remedy OOB applications and custom functionality.
• Interacted with BMC and internal teams to help solve critical issues..
• Configuration Remedy ITSM, Asset Management, RKM and SLA Management.
• Working with Discovery tools to discover and Import Configuration items into Remedy CMDB.
• Configuration of CMDB, Normalization engineer and creation of Re con jobs.
• Asset management activities like CI management, catalog management, creation and maintenance of Contracts and Software Licenses.
• Raising Purchase requisitions and working with procurement teams.
• Maintaining Asset Life Cycle.
• Creating Asset to People, Contracts and Location relationships.
• Manual creation of CI’s which are non discoverable.
• Involved in the various customizations of Asset Management module for the hardware Request Process, Asset Decommission process

Environment: Remedy ARS 7x/6.x/5.x, Remedy Migrator, Remedy Import 6.x, Remedy Helpdesk Application 5.x, Remedy ITSM 6.0/7.0, CMDB, C, ARS Perl and Unix Scripting, Windows 2000/XP, Oracle 9i, .NET, Crystal Reports 9.x, XML,SOAP.

Confidential, King Of Prussia, PA

Remedy Developer

Responsibilities:

• Leading a team of 5 software developers cum administrators of BMC Remedy applications.
• Implementation & Configuration of BMC Remedy ARS 7.5 and ITSM 7.6 suite and maintenance.
• Performing software development and configuration of Remedy service management tools
• Requirement Analysis, Preparing effort estimation, Designing, Development, Testing and Code review
• Perform functional and regression testing
• Development and maintenance of integrations built using Perl scripts, Emails, Web services and vendor forms.
• Code Migration from development systems to TEST and Production systems
• Coordinating with various teams during Development and Testing Phase
• Prepare deployment documents, In life support procedural documents
• System Administration of Remedy Action Request System
• Perform gap analysis and prepare requirements document to remediate identified gaps.
• In corporate ITIL best practices into Applications
• Understand new patch release, recommendations to client as and when required
• Troubleshooting Configuration management database and Reconciliation issues
• Developing interfaces between applications
• Providing offshore L3 support to the client
• Proposing and implementing Value additions to client

Environment: ITSM 7.6.04 Suite, ARS 7.6.04, CMDB 7.6.04, AIE 7.6.04, RKM 7.6.04 SRM 7.6.04