SUMMARY:

• Over 9 years of experience as an IT Professional, including 5 years of experience as a ServiceNow Suite developer and Administrator with extensive experience on Technical implementation of various ServiceNow Modules.
• Certified in ITIL V3 Foundation.
• Certified Service Now System Administrator.
• ServiceNow Analyst with experience on implementing end - to-end Service Catalog, Incident Management, Configuration & Asset Management, Change Management, Knowledge Management and Release Management.
• Experience on Finance Service Management (FSM).
• Involved in managing system configurations, gathering and documenting user and process requirements, developing workflow customizations, and performing quality assurance testing, user acceptance testing and third party integration for Service Now platform.
• Excellent hands on Configuration and customization of Help Desk, Change/Incident/Problem Management Modules including: Business Rules, Client Scripts, Dictionary Overrides, UI Policies and UI Actions based on user requirements.
• Experience developing ServiceNow applications from business requirements and technical design documents.
• More than 20 ServiceNow instances configured so far.
• More than 15 enterprise ServiceNow implementation.
• Experience in creating scripts like Client Scripts, Catalog Client Scripts, UI scripts and UI Policies.
• Experience in Implementing Single Sign On (SSO) using SAML 2.0 with Windows Active Directory and LDAP
• Experience in Inbound Email Integration and created Outbound Email Notifications using Email Templates.
• Experience in Client Script/Calling server sidecode using Glide Ajax in Client Script.
• Customized Scripting on Service Catalog/Email Template/Workflow script.
• Experience in Server Script (Business Rules/Script Include/Service Catalog) and good understanding of Server/Client API.
• Experience on DISCOVERY and setting up MIDservers and populating CMDB
• Responsible for configuring and setting up Service-now (ITSM) Information Technology Service Management application, including the maintenance and support in the implementation of all modules.
• Excellent Interpersonal skills, Communication skills, Documentation Skills, problem solving ability, Analytical and Programming skills in High speed, Quality conscious and Multi-tasked environment.
• Goal oriented professional with excellent customer service skills and technical background and the ability to quickly grasp new skill sets.

TECHNICAL SKILLS:

Programming Languages: Core java, J2EE, C/C++, Python

Operating Systems: Windows-98/NT/2000, Linux 7, UNIX

Application Tools: Netbeans6.9.1, Dreamweaver CS4, Service-Now (ITSM Tool)

Languages: C,SQL, Java, XML, JavaScript, Ajax, HTML, CSS

Databases: Mysql5.0.1, DB2, Oracle11g, Microsoft SQL Server 2005

Networking: LDAP, SSO, ITIL, Web Services

PROFESSIONAL EXPERIENCE:

Confidential, Dallas, TX

ServiceNow Developer/Analyst

Responsibilities:

• Worked closely with Business Resource, Stake holders, Analysts, different teams in understanding the requirements
• Documented Business Requirements Document, Functional design documents, Process flow diagrams using MS Visio.
• Involved in reviewing the requirements and designing the solutions.
• Worked on Finance Service Management (FSM) Module .
• Worked on Financial Management application to allocate, track, and report on expenses in the organization
• Worked on General ledger, Fiscal period, cost model, Allocation engine and Financial reports and dashboards .
• Provided faster service with a finance self-service portal and streamlined work processes through automated work flows
• Configured dashboards for status of work requests, resource utilisation and performance to provide a better service.
• Preformed Integration with Project Portfolio Suite ( PPS) .
• Worked closely with Analyst in understanding the requirements and improving them
• Reviewed documentation of Analyst which includes Business Requirements Document
• Create new service catalog requests and items with variables
• Developed UI Appearance for Service Catalog Requests
• Create, monitor, modify, and publish service catalog workflows with approvals
• Designing, configuring and customizing new applications and modules . Assisting in troubleshooting patch / release management issues.
• Build reports, gauges and home pages
• Create and use update sets to move customizations between systems
• Search, populate, and customize the knowledge base
• Configuration of Email Notification and Alerts to notify users about specific activities in the system
• Writing Business Rules, Client scripts, UI Policies and UI Actions to customize the instance as per Business needs.
• Enhancement and improvisation of tool in terms of features and capabilities to be made available to customers.
• Developed the functionality of versioning of the KnowledgeManagement for the knowledge and knowledge admin role based users
• Used Access Control Rules for securing and providing the right access to right person/role.
• Recommends appropriate design alternatives to be implemented based on customer constraints.
• Worked on Release management, Incident Management, Change Management.
• Created several workflows and workflow scripts using Workflow Editor.
• Used Notifications to send communication from the system.
• Monitoredsystem performance and provided system statistics and reports to the Business.
• Develops conversion plans and procedures.
• Performed Data migration of CI Attributes for CMDB using import sets
• Managing CMDB and Asset Management .
• Integrated ServiceNow with LDAP and enabled Single Sign on
• Customization of applications according to business needs.
• Created process documentation for the solutions implemented.
• Involved in development of Content Management system.
• Created groups for set of users, and used them for approval, assignment, receiving notifications.
• Integrated different back end systems using WebServices like SOAP and REST
• Worked with JavaScript, XML to create front-end and back-end components such as forms, buttons, views, pages, business rules and workflows.
• Developed Content Management System (CMS) solutions on ServiceNow.
• Developed Unit test cases for testing of the developed applications.
• Reviewed Testing team test cases, scripts, test plans.

Environment: Html, CSS, JavaScript, Glide Script, ServiceNow, Web Services, LDAP, SSO

ServiceNow Developer/Administrator

Responsibilities:

• Worked closely with Business Resource, Stake holders, Analysts, different teams in understanding the requirements
• Documented Business Requirements Document, Functional design documents, Process flow diagrams using MS Visio.
• Involved in reviewing the requirements and designing of the workflows in ServiceNow
• Maintained ServiceNow related documentation in SharePoint Portal
• Implemented, documented and maintained the Service-Now platform to meet specific business needs to support ITIL and business processes .
• Customized UI Appearance for Problem and Change Management Application which is simple, intuitive and easy to use.
• Design and Configuration of workflows to meet specific business needs to support ITIL and business processes
• Involved in creating and migration of update sets between different ServiceNow Instances.
• Optimized and Monitored system performance and provided system statistics and reports to the Business.
• Customization of Incident Management Application.
• Creation of assignment rules and Custom Related Lists.
• Implemented Email Notifications and Inbound Actions .
• Created both inbound Scripted Web services and inbound Email Actions to incidents from Emails.
• Development of Service catalog which includes creating new catalog items, designing workflows and execution plans.
• Involved in working with process owners to develop workflow, implement the workflows in Service Applications and Re-designed workflows using workflow editor, reconciled complicated workflows to simpler form.
• Exporting and Importing tables, import sets,workflows, updatesets data from one instance to the other.
• Create, monitor, modify, and publish Service catalog workflows with approvals and maintain Single Sign-On integration.
• Developed and configured Business Rules, Script Includes, UI Policies, Catalog Client Scripts and Client Scripts.
• Worked on DISCOVERY and set up MIDservers and check for the connectivity.
• Developed Probes and Sensors in Discovery
• Involved in reconciling process of CMDB Data in Servicenow with Back end systems

Environment: JavaScript, Java, Html, CSS, Glide Script, ServiceNow, Web Services, Discovery

ServiceNow Developer

Responsibilities:

• Design, configure and implement ServiceNow components to meet specific business needs to support ITIL and business processes
• Utilized Java Scripting to deliver solutions that automate and audit business processes using UI Policy, Client Script, UI Action and Business Rules .
• Configured Service Level Agreements to define SLA from both internal and external providers
• Responsible for maintaining and growing data held within ServiceNow such as our users, locations, configuration items, service catalog items.
• Involved in working on UI configuration for each application in ServiceNow
• Development of requirement for integration with different systems using SSO, LDAP, SOAP, REST, Email, Import Sets.
• Converted the Legacy proprietary Service Catalog into a more user friendly ServiceNow Content Management Module
• Involved in design, configuration, testing of workflows to meet business requirements.
• Configuration of Email Notification to alert users on ServiceNow activities, escalations, SLA issues.
• Conducted meetings with customers, business users, analysts to design and build applications.
• Involved in development activity of Catalog Items, Ordered Guides, Custom Related Lists,Custom Tables, Custom Roles and Dictionaryfields
• Involved in creating and testing Update Setmigration between DEV/QA/Prod environments.
• CreatedBusiness Rules, Script Includes, UI Policies, Catalog Client Scripts, Client Scripts, Scheduled Jobs, Wizard panels and Wizard Clients scripts, Content item,customizing UI header, Footer
• Developed and maintained APIs and data integration processes between ServiceNow and other services using SOAP, Rest Protocols.
• Developed Access Control list using Scripting
• Documented entire ServiceNowdevelopment work and uploaded in SharePoint Portal

Environnent: Html, CSS, JavaScript, Glide Script, Service Now, SharePoint Portal

ServiceNow Developer

Responsibilities:

• Involved in gathering requirements from Client.
• Technical implementation of various ServiceNow modules such as Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management .
• Implemented best practice of ServiceNow Scripting, which enhanced the System performance.
• Implemented Risk Management for the Risk evaluation of the change Request associated with the Configuration Item .
• Communicated with end users, identifying their difficulties and changing the applications as per their requirements.
• Involved in resolving Production Support tickets.
• Participating in meeting with SME’s and Project Managers to analyze the requirements and developing the workflow design of request items using Agile Methodologies.
• Invovled in creation of different forms and implemented business logic using Client Scripts, UI policies,UI Pages,Macros .
• Designed Workflows, along with standard Workflow templates which can be reused.
• Planning and coordinating the execution of Implementation with different teams like Business, Stakeholders, Development, Testing, Productin Support and have performed validationsfor all development activities in ServiceNow .
• Configured UI Page and UI Macro using the Jelly and JavaScript .
• Involved in developing DISCOVERY to load configuration information to CMDB .
• Developed Integration with System Center Configuration Manager ( SCCM ).
• Involved in LDAP integration with ServiceNow for obtaining users and groups.
• Configured end to end process for Knowledge management, and worked on the knowledge Centered Support ( KCS ) plugin.
• Worked on creating users, roles, groups and Configured LDAP Server and LDAP Listener for updating the user and group table record.
• Worked closely with testing team in devleoping test cases
• Clarified testing team related tickets and closed them.

Environment: Html, CSS, JavaScript, Glide Script, ServiceNow, LDAP, SCCM

ServiceNow Developer

Responsibilities:

• Responsible for working with business systems analysts to understand the business requirements using Business Requirement Document (BRD), in conjunction with ITIL and prepare Technical design document (TDD).
• Prototype as per the requirements to propose technical solutions and demonstrate to customers or users.
• Development responsibilities include design, development, customization, configuration, deployment, testing and implementation.
• Creating Update sets, client scripts, UI policies, UI actions, forms layouts, Business Rules, Workflows, Import Sets, Transformation mappings, applications and modules.
• Portal Creation using Content Management System.
• CMDB & Discovery administration, HP orchestration.
• Writing batch scheduling jobs in Service-Now to update/calculate past and present data as needed.
• Creating database tables, views, reports, data conversions and data cleansing.
• Create database mapping documents to map service-now tables with the external data warehousing applications
• Integration between Service-Now and external applications using SOAP Messages, Web Services (Scripted and Direct Web services).
• Daily Service-Now data administration via incident tickets.
• Responsible for debug, troubleshoot & resolve the issues. Prepare a root cause analysis (RCA) report.
• Create Unit Test Plan, review test case document from QA (quality assurance) and create user guide.
• Release Coordination, Maintenance and Support of the system.
• Use Bugzilla or HP Quality Center tool for requirements gathering and defect tracking for release items which are under the development scope.

Database Developer

Responsibilities:

• This project involves development/enhancements in HP PPM Product suite. HP PPM implementation includes Demand Management, Change Management. The primary objective of the Project is to govern day-to-day project activities with the help of Request creation and Coding for functions which allows the flow according to the changes which is primarily done by functions in workflow objects by developing logic as per requirement or enhancements.

Database Developer

Responsibilities:

• Responsible to co-ordinate with Project Managers, System Analysts and Architects in design discussions.
• Responsible for Creating design documents based on the design discussions.
• Responsible for producing and consuming the REST as well as SOAP based web services.
• Implemented web page layout using struts tiles libraries.
• Responsible for deploying and testing the application in WebLogic and Oracle application servers.
• Involved in writing oracle Joins, PLSQL stored procedures and functions.
• Involved in fixing the defects and deploying and testing them in dev region.
• Used Web services - WSDL and SOAP for testing.