SUMMARY

• Eight Plus Years of extensive IT experience in all the SDLC phases including requirement analysis, design, development, testing and implementation of web centric, object oriented, Intranet/Internet enterprise applications and on IT Infrastructure Libraryusing Java/J2EE and ServiceNow platforms in in Health Care, Financial and Banking related applications.
• Three and Half Years of experienceas a ServiceNow Administrator/Developer in Designing, Configuring, Administering, Scripting, Customization, Deployment and Integration of the ServiceNow ITSM platform.
• Development and production support experience adhering with SDLC processes like Waterfall, Agile, and Test Driven Development.
• Functional knowledge and implementation experience of IT Service Management (ITSM) frameworks. Leveraging knowledge and experience to deliver end - to-end methodologies within ServiceNow, which includes architecting technical implementation of IT Infrastructure Library (ITIL) processes, organizing and prioritizing development effort, interfacing with vendors and management, and coordinating effort of administrators.
• Strong understanding of ITIL/ITSM V3 processes.
• Worked in Installation and Configuration of different modules of ServiceNow.
• Experiencein Implementation of Workflow,Incident Management, Problem Management, Change Management and Service Catalog on various business applications.
• Excellent experience in both inboundand outbound webservices(SOAP and REST).
• Very good experience in Creating Workflows (Schedule Workflow), Applying Business Rules and UI (Themes, StyleSheets, Layouts, Frames, Configuration Page).
• Experience installing, configuration and administration of CMDB.
• Experience in manipulating, loading and maintaining data between ServiceNow and other systems.
• Worked on End to End implementation of CMDB module using Discovery tool in ServiceNow.
• Integrated ServiceNow with a third party product to store all the credentials to maintain security of the credentials.
• Enhanced the existing LDAP integration and modified business rules.
• Experience in Content Management System (CMS) in ServiceNow.
• Experience in creating Knowledge articles, mentored and trained business users & Helpdesk users on ServiceNow platform.
• Participated in Workshops withServiceNowpartner teams to help companies implement ServiceNow using best practices in ITSM.
• Having Production Support experience as first line support & second line support in resolving defects, tickets and change requests raised on various applications online and batch.
• Experience in web development (UI) using Java, JSP, HTML 5, CSS 3, JSON, Angular JS and JQuery.
• Open Source JavaScript Library: JQuery (Core, Selectors, Attributes, Ajax, Utilities, Internals) and Angular JS (Tables, Forms, Input Validation).
• Expertise writing SQL Queries in the scripts to query the database.
• Exceptional organizational skills, dedicated Professional with demonstrated ability of effective management and planning.
• Profound Communication and personal skills, excellent presentation skills, effective public speaker and ability to maintain excellent cooperative working relationships with co-workers and Management.
• Proven record of providing outstanding customer service, talented relationship developer, self-motivated professional who seeks challenge and opportunity in ServiceNow ITSM platform development, support and management.

TECHNICAL SKILLS

ITIL: ITSM, Service Now, JavaScript, HTML, CSS, JQuery, Angular JS

Programming Languages: C, C++, Java, J2EE, SQL, PL/SQL, RPGLE, CLLE, COBOL

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

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

Databases: Oracle 10g, MySQL, SQL, DB2

Database Tools: SQL Client, TOAD, SQL Developer, SEU, RLU, DDS

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

Platform: Windows, Linux

IDE: Eclipse, Net Beans, TOAD

Version Control Tools: CVS, SVN s

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

PROFESSIONAL EXPERIENCE

Confidential

ServiceNow Developer/Administrator

Responsibilities:

• Involved in gathering the Business Requirements and Interacted with the Helpdesk users andCRM users to understand the existing functionality, current state processes, tools to get a better view of the Business Processes and functionality to develop and configure the ServiceNow Platform.
• Gathered requirements from users for attributes needed to develop Service Catalog items.
• Identifies and Recommends the ITIL v3 methodologies to deliver technical methodologies around the ServiceNow platform.
• Accountable for producing Technical Design Documents that includes application architecture details.
• Involving in discussion with other technical areas to meet the business and technical requirements for ServiceNow, SMTP Admin, IBM Data power, Webservice Owners and DBA to build integration to external and internal systems, currently usingSMTP (EMAIL), MID Server and Web Service(Construction, integration testing, and other technical functions related to the White Label tool).
• Involved in creating Technical Design Documentation for Migration from existing technologies to ServiceNow.
• Worked on various modules of ServiceNow like Incident management, Change management, Problem management, Service Catalog, User Administration, Reporting and Discovery.
• Worked on CMDB and Asset management. Performed Data migration to import data from other applications and external databases.
• Created Web services based on requirement to receive incident and problem tickets from external systems.
• Wrote Classifiers and identifiers to direct the discovery tool to gather the information of the configuration items without errors.
• Enhanced the existing LDAP integration and modified business rules.
• Wrote business rules to avoid empty configuration items to be inserted into CMDB after discovery tool runs a scheduled job.
• Created Data Sourcesfor various external applications. Used Import sets and Transform maps to import data into ServiceNow.
• Created various front end forms.
• Involved in Creation and modification of various Business Rules, Script includes, Ajax Query, Jelly scripts, UI Actions, UI Policies, UI Actions.
• CreatedUpdate Sets to migrate customizations from one instance to another instance.
• CreatedEmail Templates and Email Notifications.
• 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, gathered and documented user and process requirements, developed workflow customizations, and performed quality assurance testing and user acceptance testing.
• Developed reports as per requirements from management.
• Documented all implementations and best practices defined within team.
• Created various SLA’s as per client requirement with the Incident Management applications.

Confidential - Minneapolis, Minnesota

ServiceNow Developer/Administrator

Responsibilities:

• Provided analysis, design and development of ServiceNow ticketing and incident management systems to support the company’s technical operations.
• Provided ServiceNow configuration and customization assistance including workflow administration, report setup, data imports, custom scripting and third party software integrations.
• Worked on designing, configuring and customizing new applications and modules of ServiceNow like Incident management, Change management, Problem management, Service Catalog, User Administration and Reporting.
• Worked on Configuring the IP Addresses to identify the undiscovered CI's and insert them into CMDB.
• Developed UI forms, fields, notifications, SLA workflows and JavaScript server/client code
• Worked on creating, monitoring, modifying and publishing service catalog workflows with approvals.
• Gathered requirements from stakeholders at various phases to leverage ServiceNow within organization on End user self-enablement portal using CMS.
• Interface extensively with all areas of the organization including Operations and Development.
• Worked in configuring ServiceNow on Windows/UNIX platform with back end as Oracle 10g Database.
• Wrote Custom Reports, scripts to integrate with 3rd party software.
• Created Update sets to move customizations between different systems.
• Worked on customizing the knowledge base.
• Created full documentation for Service-Now applications.
• Provided training and support to all ServiceNow users.

Confidential, Lowell, MA

Java Consultant

Responsibilities:

• Involved in the design of modular architecture as according to the J2EE standards. (Client-tier, Web-tier, Business- tier).
• Developed presentation tier as HTML, JSP’s using Struts Framework implementing validations.
• Involved in developing complex SQL Queries, PL/SQL procedures.

Environment: Eclipse IDE 3.0, Struts 1.2, JSP, Java Beans, JDBC, JavaScript, Ajax, Oracle 10g, SQL, PL/SQL.