SUMMARY

• Overall 7+ Years of professional IT experience and 5+ Years of experience in ServiceNow platform as both Developer and Administrator.
• Worked in the Front - end development using technologies like HTML, J Query, CSS, and JavaScript.
• Experience in Installation and Configuration of different modules of ServiceNow.
• Hands-on experience in technical implementation of Incident Management, Problem Management, Change Management and Service Catalog.
• Created Knowledge articles & Helpdesk users on Service Now platform.
• Experience in Configuring Applications using Service Now tool, used in ITIL Management. Deep functional and technical knowledge of the Service Now platform as well as experience-delivering medium to large-scale Service Now implementations.
• Gathering requirements and converting BRD’s into technical requirements. Created design patterns & implementation plans for ServiceNow enhancements.
• Experience in configuring the Incident Management, Problem Management, Change Management, Asset Management, Service Request Management applications.
• Expert in Designing, Developing, Maintaining, and Optimizing the Universes using Designer module Configuration, Web Services, Catalog client Scripting, SOAP, Developing complex workflows.
• Experience in designing User Interface (UI) applications and professional web applications using HTML 4.0/5, XHTML, CSS2/CSS3, JAVASCRIPT, JQUERY, AJAX, JSON and XML.
• Created ESS Portal with knowledge base through a user-friendly website.
• Created data sources and loaded the ServiceNow tables with different data formats.
• Working experience on CSS Background, CSS Positioning, CSS Text, CSS Border, CSS Margin, CSS Padding, CSS Table, Pseudo Classes, Pseudo Elements and CSS Behaviors in CSS.
• Extensive experience on implementing the AJAX features using JavaScript and jQuery. Proficient in developing web page quickly and TEMPeffectively using, HTML 5, CSS3, Jelly Script, JavaScript and JQuery.
• Good Understanding on PowerShell Scripting.
• Good knowledge of Grunt, GITS, HTTP and Restful services.
• Communicated with the external web service using SOAP Messages, REST and JSON.
• Participated in workshops with Service Now partner teams to halp companies implement Service Now using best practices in ITSM.
• Create an access control rule (ACL). Use of scripting tools and Service Now functionality to create script to automate routine tasks being done in Service Now.
• Hands Experience on Business Rules, Client Scripts, Schedule Jobs, UI Actions, UI Polices.
• Worked on Agile and Scrum method environment and implemented the changes required by the business owners on a regular basis
• Configuration Development and development of Requirement Integration components (SSO, LDAP).
• Strong skill set in the Service Now suite development including SOAP/REST integration.
• Web services, Discovery, Workflow, and CMDB. Implemented of Discovery from scratch, by installing MID Servers on remote desktops.
• Configure ServiceNow tool for the defined processes. Design and develop scripts for any customization required. Supporting Power shell scripting in workflows.
• Demonstrated ability to manage and direct internal/external clients around all key technical decisions during project delivery and project work of advanced ServiceNow development.
• Tracking of Incident from creation to closure, with timely communication to business. Monitoring service level agreement (SLA's) and operation level agreement (OLA's).

TECHNICAL SKILLS

ITIL: ITSM, Service Now, ITIL, CMS

Programming Languages: Confidential, Confidential ++, Java, SQL, PL/SQL, ASP.Net, Confidential #

Java: JDK 1.6, Collections, Multithreading, Networking, Generics, Exception Handling, Files and Streams, JDBC Servlets, JSP, JSTL, Ajax, EJB

Scripting Languages: JavaScript, HTML, CSS, Ajax, XML

Database Tools: SQL Client, TOAD, SQL Developer

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

Version Control Tools: CVS, SVN

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

PROFESSIONAL EXPERIENCE

Confidential, Downers Grove IL

Sr. Service Now Developer/Admin

Responsibilities:

• Has worked on customization and implementation of CMDB, Incident, Change, and Problem and Performance Analytics on ServiceNow.
• Experience in working with multi instance environment (Dev, QA, Prod, Test) and using Update Set for moving customizations from one instance to another).
• Worked with ServiceNow Professional Services Team to gather requirements from client and build/modify them in Snow.
• Analyzed Discovery Schedules to capture the CIs and build CMDB.
• Created transform maps for importing CMDB data.
• MID Server Installation, configuration and pointing them to the instances.
• Analyzed Probes and Sensors to discover ad-hoc client requirements.
• Worked on building CI relationships (Applications, Data Stores and Software Modules) and mapped them in ServiceNow.
• Implemented Event Correlation Application.
• Worked closely with the team and generated the reports, widgets, indicator, indicator source, breakdown, breakdown source in performance analytics.
• Integrated Fire eye tool with ServiceNow using Email integration i.e. inbound actions scripting.
• Worked on the integration of ServiceNow with Siebel, integrated Service Catalog and Incident module.
• Created complex transform scripts in transforming the data into the SNOW database.
• ServiceNowapplication development including creation and configuration of Service Catalogs, Email Notifications, Data imports and exports and Reports.
• Worked on CMDB and Asset management. Performed Data migration to import data from other applications and external databases.
• Worked with windows team, network team and Asset team in order to check for the data collected through discovery is accurate.
• Created Data Sources from various external applications, scripts to parse incoming data and transform into ServiceNow.
• Used integration to fulfill this requirement, worked on Scheduled Jobs and Mid Server Script Includes to fulfill the requirements.
• Supported the team responsible for the implementation and administration of the ServiceNow installation, including managing system configurations, gatheird and documented user and process requirements, developed workflow customizations and performed quality assurance testing and user acceptance testing.

Confidential, Richmond, VA

Sr. Service Now Developer/Admin

Responsibilities:

• Assisting client implementing the MSP (Managed Service Provider) instance for ServiceNow and Domain separation for ServiceNow Instances.
• Working with client and functional requirements within ServiceNow.
• Facilitating rollout of new applications and modules.
• Hand's on experience with Helsinki upgrade.
• Assist in the definition of business requirements and provide definitions and updates of system design documentation.
• Designed Workflows, along with standard Workflow templates, which can be reused.
• Supported the team responsible for the implementation and administration of the ServiceNow installation, including managing system configurations, gatheird and documented user and process requirements, developed workflow customizations, and performed quality assurance testing and user acceptance testing.
• Implement ServiceNow customization including, but not limited to, Client Scripts, UI policies, UI Actions, Script Includes, Business Rules, workflow administration, report setup, and data imports and exports.
• ServiceNowapplication development including creation and configuration of Service Catalogs, Email Notifications, Data imports and exports and Reports.
• Worked on CMDB and Asset management. Performed Data migration to import data from other applications and external databases.
• Experienced in the analysis, development and automation of various ITSM processes including Incident Management, Change Management, Asset Management, Service Request, Configuration Management including setup and configuration of MID Server and Configuration Item Discovery
• The service we also provide to clients is a semi managed service for administering their Service desks dat 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 Data Sources from various external applications, scripts to parse incoming data and transform into ServiceNow.
• Developed reports as per requirements from management.
• Captured requirements from ESS self-enabling portal which is developed using CMS.
• 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 ServiceNow using data sources.
• Created data sources and loaded the ServiceNow 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.
• Created and modified ESS layouts and content blocks.
• Developed ESS functionality and implemented appropriate workflow.
• Built forms from scratch along with advance customizations at the level of UI Macros/UI page as per the complex requirements.
• Communicated with the external web service using SOAP Messages, REST and JSON.
• Investigated performance issues, troubleshooting tools and use system logs to find issues.
• Created 12 custom advanced UI pages and UI macros with Jelly in a span of 4 months.
• Created 3 end-end web-sites with a lot of Themes and Content Layouts using CSS dat can be re-used in ServiceNow.
• Integrated Fire eye tool with ServiceNow using Email integration i.e. inbound actions scripting.
• Worked on the integration of ServiceNow with Siebel, integrated Service Catalog and Incident module.
• Created complex transform scripts in transforming the data into the SNOW database.
• Used JMS integration to fulfill this requirement, worked on Scheduled Jobs and Mid Server Script Includes to fulfill the requirements.

Environment: Service Now, Performance Analytics Asset Management, Incident Management, AWS, Problem Management, HTML, Java script, CSS, JQuery, Self Service Portal

Confidential, Keene, NH

Sr. Service Now Developer/Admin

Responsibilities:

• Responsible for gathering requirements and customizing for CTI integration for organization from the scratch.
• Created and Maintained foundation data - User Accounts, Approvers, Support Groups. 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.
• Writing Business Rules, Client scripts, UI Policies and UI Actions to customize the instance as per Business needs.
• Developed operational requirements documentation and train operational staff to maintain solution.
• Follows corporate design guidelines for creating ServiceNow Portal site
• Configuration of Email Notification and Alerts to notify users about specific activities in the system.
• Discover and map the relationships between datacenter components using Service Watch
• Worked on various modules of Service Now like Incident management, Change management, and Problem management, Service Catalog, User Administration and Reporting.
• Worked on CMDB and Asset management. Performed Data migration to import data from other applications and external databases, SCCM.
• Worked on end to end implementation of various third party monitoring tool Integrations, Supported the team with the work flow of the integrations.
• Designed and delivered technical methodologies around the ServiceNow platform.
• Gatheird requirement from stake holders for attributes needed to develop Service Catalog items.
• Worked with clients to assess current state processes and tools, defined ServiceNow requirements and developed and configured the ServiceNow platform.
• Created the performance analytic dashboards, widgets for users to see the appropriate data
• Granted access to the required users and groups to access the dashboards
• Created multiple tab dashboards and widgets with single source
• Worked with automated, manual and formula indicators
• Created various front end forms, and associated Client Scripts, UI policies, Business rules and Script Includes.
• Designed Workflows, along with standard Workflow templates which can be reused.

Environment: Service Now, Service Watch, Performance Analytics Asset Management, Incident Management, AWS, Problem Management, HTML, Java script, CSS, JQuery, ServiceNow Portal

Confidential, LA

Service Now Developer/Admin

Responsibilities:

• Worked on AWS Cloud Watch integration with Service Now. It is created an incident in Service Now.
• Hands Experience on monitoring tool with Service Now integration.
• Setting up Change Management along with Advanced Risk Assessment Calculator (on a script include level).
• Adheres to best practices in self-service design for ServiceNow Portal site
• Discovers a wide variety of systems and applications using Service Watch
• Has hands on Experience on Integrating ServiceNow with third party tools and Domain separations for the external users to raise incidents in SNOW.
• Involved in development of requirement integration components (SSO, LDAP, SOAP)
• Created 45 scripted web services, which are used in setting up a robust process for integrating ServiceNow 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 Autantication.
• Good knowledge on Single Sign on and event based integrations.
• Had good knowledge working on LAN Password Reset and integrating with other Servers using Orchestration. worked with advanced Trending Reports with Trend indicators
• Created responsive and interactive graphical dashboards for reporting and navigating performance data for Performance Analytics.
• Worked with key indicators, mobile-enabled scorecards, time charts, analytics, drill-downs, and dashboards.
• Configuration of Email Notification and Alerts to notify users about specific activities in the system such as updates to Change and Problem requests.
• Responsible for access control, security, minor enhancements such as form or workflow editing, and UAT/Regression testing of any development.
• Responsible for maintaining and growing data held within Service Now such as our users, locations, configuration items, service catalog items.
• Implemented Scripts Using Jelly Script
• Manages data with Tables, the CMDB, Import Sets, and Update Sets
• Worked on Pager Duty integration. Pager Dutyprovides alerting, on-call scheduling, escalation policies and incident tracking to increase uptime of our apps, servers, websites and databases.
• Created Workflow activities and approvals. Implement new workflows dat use a variety of activities to understand how records are generated from workflows.
• Manages data with Tables, the CMDB, Import Sets, and Update Sets
• Develop and manage application code, user interface, and third-party integration components.
• Used data sources to migrate the data from excel sheets to ServiceNow through transform maps.
• Worked on integration using SOAP / WSDL / RESTFUL.
• Performs core configuration tasks including system policies, business rules and client scripts.
• Strong knowledge of the server side scripting Business rules and Script Includes
• Worked on Inbound Email actions. Worked on Email Notification, Email Templates and Email scripts.
• On requirement provided solutions to the Asset Management team in re-building the workflow for in and out of an asset.

Environment: Service Now, Service Watch, Asset Management, Incident Management, SCCM, Casper, Problem Management, Fire eye, HTML, CSS, MS SQL server 2008, PowerShell, Jelly Script, ServiceNow Portal

Confidential, Houston, TX

UI Developer/ Service Now Developer

Responsibilities:

• Participating in meeting with SME's and Project Managers to analyze the requirements and developing the workflow design of request items using Agile Methodologies.
• Responsible for administering the ServiceNow Instances and Clone Scheduling Process
• Developed Complex workflows in Service Catalog for interaction with Third Party Sources.
• Handling Production support tickets and assigning them to appropriate teams.
• Participated in ServiceNow Quick start Implementation process and worked with ServiceNow in the process of implementation of Incident, Change, Problem, Knowledge and Service-Catalog.
• Improved the accuracy of theCMDB by setting the Standard of Procedures (SOP) for each class and keeping the Automation through Discovery as the top priority, and hence maintaining the CMDBLock down Model for each class analyzing the existing request items on SharePoint and migrating them to ServiceNow.
• Responsible for defining a new IT organization structure to support redefined IT Service Management strategy involving Application Development (SDLC/Agile/DevOps), IT Operations, IT Infrastructure, Platform Services, ERP, Productivity Services, and IT Delivery and Support organizations. Objective was to unify and improve IT service delivery to various business lines. Responsibilities included.
• Organization Development - Designed organization strategy dat would unify Monsanto IT organization silos around an ITIL IT Service Management framework.
• Worked on identifying the users, groups, categories and following the ITIL standards while designing these solutions
• Users are populated into the system using LDAP integration and worked closely with ServiceNow team and Infrastructure team to facilitate this integration.
• Developed lot of client scripts, UI Policies, Script Includes, Business Rules across the application as per the requirement
• Configuring Email, inbound and outbound email actions and developing mail scripts on need basis.
• Scheduling cloning and migration of data from instances with ServiceNow.
• Developed new reports and chart interface components using High Charts Ajax API.
• Developed several REST web services supporting both XML and JSON to perform tasks such as remote thermostat and demand-response management. REST web services leveraged by both web and mobile applications.
• Maintained high level of unit test coverage through test-driven development.
• Designed XML files for maintaining contents like video, images and audio and display them in flash application.
• Created web pages using CSS Image Sprites.
• Creating and implementing Master Classes in Action script 3.0 (based on MVC) for the application.

Environment: Analyses, Service Now, Access, Excel, ITIL

Confidential

UI Developer

Responsibilities:

• Involved in development as part of UX team to continuously accommodate changing user requirements.
• Responsible for translating designs and concepts into highly usable and engaging web applications using a variety of technologies Implemented presentation tier using HTML, CSS by utilizing the mock-ups dat were created by the design team.
• Converted business requirements into technical requirements in preparation of High level design Document and Functional specifications.
• Developed screen functionality using HTML, CSS, JavaScript across entire application dat controls color, Layout, width, height, font size, images size and accomplished other graphic related features.
• Used AJAX for implementing part of the functionality for Customer Registration, View Customer information modules.
• Developed UI using JavaScript, HTML, CSS, JavaScript validations and XML.
• Created both client and server side validations.
• Written CSS to provide a table free layout of the user interface screen.
• Used MS Visio, Dreamweaver and Photoshop tools for web application development.
• Developed front-end UI pages and necessary backend classes to support data access and us.

Environment: HTML, CSS, JavaScript, JAVA, J2EE.