SUMMARY

• Around 8 years of experience in IT with over 5+ years of good experience on ServiceNow Development, Maintenance and administration.
• Strong experience in working with JSF, JSP, Servlets, Java, WebServices.
• Expertise in Development and Administration in ServiceNow platform.
• Provided detailed estimates for implementation of ServiceNow modules, data integrations (CMDB, e - bonding, etc.), and Service Catalog items.
• ServiceNow experience in Implementation, design, development, documentation, deployment and post-production support following Software Lifecycle using SDLC SCRUM.
• Experience with the ITSM frameworks BMC Remedy and HP Service Desk.
• Excellent hands on experience with the ITIL process in ServiceNow: Incident Management, Problem Management, Change management, Knowledge Management.
• Experience on various IT Services of Service-Now tool like Service Catalog Requests, Asset Management, Configuration Management, Service-Now Administration, Change and Release Management, Incident and Problem Management, Knowledge Management, Reporting, Integration with Web Services.
• Experience in ITIL/ ITSM V3 processes, Web services, Business rules, Client Scripts, Workflows, Web protocols, Service Catalogs in ServiceNow.
• Experience of various phases of SDLC such as Requirement Analysis, Design, Code Construction and Test.
• Service-Now Administration and Production support including maintenance of lower life cycle instances.
• Experience in creating Applications, Modules, Tables and Columns as per the requirements in ServiceNow.
• Involved in Implementation, customization, managing the forms for various ITIL process.
• Experience in integrating ServiceNow with Java based WebServices, Tally, and BMC Remedy.
• Experience in integrating LDAP Server with ServiceNow to get the organizational Users and Groups.
• Experience in migrating the changes across various environments in ServiceNow using Update-Sets and loading the data into ServiceNow using import sets.
• Created workflows for Service Catalog items in Service-Now.
• Experience in configuring the Business Rules, Client Scripts, UI Policies, UI Actions, and SLAs in ServiceNow.
• Experience in designing and implementation of workflows using ServiceNow workflow editor.
• Good knowledge of CMDB and Asset Management Services, Business Services and Configuration item relationships.
• Hands on Experience in using DISCOVERY to load configuration information to CMDB.
• Experience in generating the reports in ServiceNow as per the requirements in ServiceNow.
• Generated operational reports and KPI analysis as needed. Respond to Service Requests and provide incident resolution
• Experience in data modelling, data migration concepts, SQL, PL/SQL programming.
• Expertise in various software development practices Agile, Waterfall etc.
• Worked on Calgary, Dublin, Eureka, and Fuji versions.
• Tested mobile web, native apps and Hybrid apps.
• Strong verbal, written and interpersonal communication skills.

TECHNICAL SKILLS

ITSM Tools: Service-Now, BMC Remedy, HP Service Desk

Programming Languages: Java, JavaScript, SQL, PL SQL

Java and J2EE frameworks: Java, Java Collections, JSP, Servlets, Struts, Springs, Hibernate, DAO, DTO

Scripting Libraries: JQuery, Java Script, shell scripting

Databases: Oracle 11g/10g/9i/8i, MYSQL, SQL Server 2012

Web Technologies: HTML, XML, JSP, JSF, Struts, CSS

Application Servers: JBOSS, Tomcat, WebLogic

PROFESSIONAL EXPERIENCE

ServiceNow Developer

Responsibilities:

• Created technical, functional specification documents as per the requirements.
• Worked with Requirement Analysis, Preparing effort estimation, Designing, Development, Testing and Code review
• Involved in Customization and Maintenance of ITIL modules such as Incident, Change, Problem, and Knowledge.
• Used ACL’s for controlling the security mechanism in Service Now.
• Used Update sets to move customization from Development to Production Instance.
• Worked with windows team, network team and Asset team in order to check for the data collected through discovery is accurate.
• Worked with Continuous Implementation of Service Desk (Incident & Problem Management), Service Request Management, Change and Asset Management (ITAM) and CMDB tools to better align with ITIL.
• Experience on implementing end-to-end Service Catalog, Incident Management, Configuration Management (CMDB) & Asset Management (ITAM), Change Management and Release Management with Knowledge of Content management.
• Development of Service catalog - catalog items, designing workflows and execution plans.
• Managing the standards in Queue management and Solving L2/L3 tickets in an order.
• Worked on upgrading the version from Eureka to Fuji
• Reviewed business requirements and system specifications and wrote test plans using Test Director.
• Creating the workflows in ServiceNow as per the requirements from business team and functional specifications.
• Created Workflows, Sub flows and Tables both on Fuji and Eureka. Managed inbound and outbound notifications in Fuji and Eureka.
• Involved in various inbound and outbound integrations using SOAP Messages, Direct Web Services and Scripted Web Services.
• Implemented different Integrations using web-services / MID Server, etc.
• Involved in Server side scripting using Script Includes.
• Creating the UI pages to use them in catalog items using the UI Scripts.
• Worked on scheduling the report generation in ServiceNow as per the requirements.
• Used Agile Methodology to implement the application.
• Involved in various migrations activities and coordinated various project implementation tasks.

Environment: ServiceNow(Eureka/Fuji), JavaScript, Web Services, HTML 5, Angular.js, Java, SOAP and REST API., Windows 7.

Confidential, SFO, CA

ServiceNow Consultant

Responsibilities:

• Involved in gathering the requirements from the Business Team and creation of technical, functional specification documents.
• Implemented the configuration of various modules like Incident / Change / Release / Problem / Asset / Configuration Management Modules.
• Reviewed, recommended and developed technical solutions on the ServiceNow platform.
• Worked on ITIL/ITSM V3 processes.
• Worked a few projects with Mid Server, Web Services, Email and other relevant technologies to integrate tools with Service Now.
• Responsible for the Service Nowtool administration module and creation of new Users, Groups, Roles, IT Services, Application, Business Services, Routing rules and Blackout Freeze rule.
• Created many scripts which includes, Business rules and client scripts.
• Implemented workflows and web prototypes for Client requirements.
• Involved in setting up Configuration Management from scratch defining the CI classes and their relationships.
• Created various high level customized Client Scripts and UI Policies.
• Created complex transform scripts in transforming the data into the SNOW database.
• Create generalized framework for repeating problems and incidents.
• Design and Implementation of service requests through service catalog in ServiceNow.
• Developed Service Watch Dashboards.
• Analyze problems, create new solutions and new techniques,Developed many SLA and tables.
• Involved in Managing and configuring BMC Remedy.
• Involved in following up with clients and customers on process requests, special requirements etc.
• Creating catalogue items, workflows, inbound emails actions and update sets for service requests.
• Using various external Web services, developed a BMC Remedy.
• Involved in defining the process for each service request.
• Built forms from scratch along with advances customizations at the level of UIMacros/UI page as per the complex requirements.
• Involved in discussing the business requirements with clients and documenting them into process requests.
• Involved in checking the change management documents and verifying the changes.
• Assisted in Release Management during product and patch releases.
• Provided training sessions on ticketing tools, reporting and data entry.
• Worked on ServiceNow Discovery tool to identify IP-enabled configuration items (CIs), map their interdependencies, and populate them in the CMDB.
• Worked on scheduling the report generation in ServiceNow as per the requirements.
• Involved in various migrations activities and coordinated various project implementation tasks.

Environment: ServiceNow, Asset Management, Incident Management, Problem Management, CMDB, HTML 5, JavaScript, Web Services, Windows 7

Confidential, Overland Park - KS

ServiceNow Administrator

Responsibilities:

• Assisted in client implementing the MSP (Managed Service Provider) instance for Service-Now and domain separation for Service-Now Instances.
• Worked on LDAP integrations. Very good understanding of Integration with these varieties of protocols: SOAP, JDBC, and ODBC.
• Implemented various script includes, and also used them in client scripts.
• Worked with client and involved in gathering the functional requirements within ServiceNow.
• Created scheduled tasks, monitoring the ticket queues and generating statistics.
• Facilitated rollout of new applications and modules.
• Designed and implemented new functionality using Business Rules, UI Policies, and Access Lists etc.
• Involved in implementing Service Catalog and Request Workflow Design and Configuration.
• 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.
• Using import set tables many CI’s were imported for the implementation of the data.
• Created data sources and loaded the Service-Now tables with different data formats.
• Created various workflows for Incident Management, Change Management, Service Requests and SLA's.
• Also worked on Asset Management and loaded the data into it.
• Worked on Service now Service Watch delivering process and done enhancements using Service now service watch.
• Worked on the integration of ServiceNow 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: ServiceNow, Windows 7, HTML.

Confidential

Java Developer

Responsibilities:

• Analyze the requirements based on business data and user requirements.
• Implemented the modules using Model-View-Controller (MVC) design pattern.
• Develop GUI related changes using JSP, HTML and client validations using Java script.
• Developed user interface screens using JSP, JQuery, JSON, HTML, CSS, JavaScript, AJAX and JSP Custom Tags.
• Developed Java beans, helper classes and Servlets for interacting with UI written in JSP.
• Spring JPA was used to capture online chat feed into a database; chat feed is then subsequently used for marketing strategies.
• Developed business logic using Stateless session beans for calculating asset depreciation on Straight line and written down value approaches.
• Designed database Queries for updating, insertion and retrieval of asset information and rates.

Environment: Java, MVC, JSP, Eclipse IDE, JQuery, JSON, CSS, JavaScript, HTML, SQL Server.