PROFESSIONAL SUMMARY:

• Around 8 Years of IT experience in Software Design, Development, Analysis, Testing and Implementation of business applications for Manufacturing, Financial Banking, Health and Insurance and Utilities verticals.
• Over 4+ years of hands on experience in the IT industry involved in providing ITIL and IT Service Management Solutions in IT Infrastructure with expertise in the ITSM suite (Service - Now).
• End to End Development and Customization of Incident/Problem and Change management applications per ITIL and Invesco's processes and policies.
• As a ServiceNow Technology Analyst with experience on implementing end-to-end Service Catalog, Incident Management, Configuration & Asset Management, Change Management and Release Management with extensive knowledge on Content Management System.
• Gathering requirements and converting BRD’s into technical requirements. Created design patterns & implementation plans for ServiceNow enhancements.
• Worked on CMDB and Asset management. Performed Data migration to import data from other applications and external databases.
• Imported Configuration Items(CI) using import set tables.
• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in Service Now.
• Tracking of Incident from creation to closure, with timely communication to business. Monitoring service level agreement (SLA's) and operation level agreement (OLA's).
• Managed Incident Management process where all P1 and P2 incidents were managed through to service restoration.
• Actively Involved in End User Portal design, and also the ongoing support and maintenance using CMS application ServiceNow.
• Responsible for establishing the single sign on through LDAP, making the sign in process easy by using the company's login portal.
• Created directory system agent using LDAP server.
• Created portfolio in PPM module to measure the progress of several projects at the same time and to create multi-project reports for analysis.
• Created data sources and loaded the Service-Now tables with different data formats
• Created transform maps both automatic field mapping and scripting
• 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.
• Design and engineer solutions leveraging all appropriate components offered by Service-Now to answer the needs for business workflows, ticketing or other ITSM requirements.
• Developing java scripts and configuring workflows to implement additional features, customizations and enable the process flow.
• Establish connection from within the ServiceNow Microsoft SCCM application to the SQL Server database in which Microsoft SCCM stores its data objects.
• Implemented JDBC Export to execute custom SQL queries in the target database based on requirement.
• Created Data Sources from various external applications, scripts to parse incoming data and transform into Service Now.
• Developed reports as per requirements from management.
• Documented all implementations and best practices defined within team.
• Trained Service Desk team and organized meetings to review content and testing efforts for testing in UAT for quarterly releases
• Post roll out production support. Experience of handling Bug Fixes and Enhancement requests
• Experience in configuring the Incident Management, Problem Management, Change Management, Asset Management, Service Request Management applications and BMC Atrium CMDB
• Expertise in using Remedy tools and utilities such as BMC Remedy Migrator 7.x, BMC Remedy Import 7.x, Remedy Flashboards, BMC Remedy Approval Server, AR Inside, AR Utilities.
• Good Knowledge on installing, configuring and setting up of data in CMDB.
• Extensive knowledge of creating and using Remedy workflow such as Remedy Forms, Active Links, AL Guides, Filters, Filter Guides, Escalations etc.
• Experience in Upgrading Remedy ITSM application from 6.x to 7.x
• Migration of Code using SDLC process to Test and Production Environments.
• Functional knowledge and implementation experience of IT Service Management (ITSM) frameworks and demonstrated project management skills and experience working directly with customers and clients.
• Leveraging knowledge and experience to deliver end-to-end methodologies within Service Now, 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.
• Demonstrated ability to manage and direct internal/external clients around all key technical decisions during project delivery and project work of advanced Service Now development
• Expertise in application development using Java, J2EE, JSP, Servlets, Struts, spring.
• Experience in Fixing CSS Cross Browsing Compatibility issue and web application scaling.
• Extensive experience on implementing the AJAX features using JavaScript and jQuery.
• Experience with Firebug for Mozilla, Developer Toolbar for Chrome and IE Developer Toolbar for Internet Explorer for testing applications.
• Good knowledge of Grunt, GITS, HTTP and Restful services.
• Web development experience in developing dynamic websites with emphasis on content management, interactive portals and complex online systems following WCAG and W3C standards
• Self-motivated, able to work independently and in teams; can handle multiple projects while paying attention to details; accomplished problem solving and analytical skills.
• Efficient team member with excellent work/time management skills, excellent leadership, communication and interpersonal skills and ability to work under strict deadlines

TECHNICAL SKILLS:

ITSM Tools: ServiceNow, BMC Remedy ARS 8.1, 7.6.4/5.x/4/x, Service Desk 7.6.4/6.x/5.x/4.x,Service Request Management 2.1/2.2/7.6,Change Management 7.6.4/6.x/5.x/4.x,Remedy Asset Management 7.6.4/6.x/5.x/4.x, Service Level Agreement 7.x, Mid-Tier, DSO, Remedy Migrator 7.x/5.x, BMC Atrium CMDB 2.x, Remedy Approval Engine

Specialties: ServiceNow, Remedy Now, ITIL.

Languages: C, C++, Java, Java, SQL, PL/SQL, XML, PHP, HTML, CSS, AJAX.

Scripting Language: JavaScript, Jelly Script

Database: Oracle 10g/ 9i/8i, MS Access, MS SQL Server 2000/2005, CMDB

Database Tools: TOAD, SQL*Plus10g/9i.

Web Technologies: PHP, XML, HTML, Java, Java Script, Excel VBA, PowerPoint VBA, VB Script.

Operating System: UNIX, Linux and Windows

Packages: MSOffice (Word, Access, Excel Outlook and PowerPoint).

PROFESSIONAL EXPERIENCE:

Confidential, San Antonio, TX

Sr. ServiceNow Developer /Admin

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 Service Now.
• 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, gathered and documented user and process requirements, developed workflow customizations, and performed quality assurance testing and user acceptance testing.
• Implement Service-Now 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.
• ServiceNow application 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 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 Data Sources from various external applications, scripts to parse incoming data and transform into ServiceNow.
• Developed reports as per requirements from management.
• Documented all implementations and best practices defined within team.
• Trained Service Desk team and organized meetings to review content and testing efforts for testing in UAT for quarterly releases.
• 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 (Helsinki), Asset Management, Incident Management, Problem Management, Fire eye, HTML, Java script, CSS, CMDB

Confidential, Atlanta

ServiceNow Administrator/ Developer

Responsibilities:

• Worked on Orchestration to automate the top and frequently used service requests
• Responsible for analyzing, designing and developing business applications which involved customization, workflow administration, data imports, custom scripting using JavaScript.
• Coordinated ServiceNow environment/form back-end customizations. Notified clients and updated documentation
• Responsible for closing the open Incidents, Problems and Enhancement requests and communicating with the customer the status of the request, to ensure a timely customer satisfying result.
• Responsible for providing analysis of problems and resolutions or fixes for the production issues related to Service Now platform within the Service Level Agreement. Created Data Sources from various external applications, scripts to parse incoming data and transform into ServiceNow.
• Developed reports as per requirements from management.
• Imported Configuration Items(CI) using import set tables
• Created data sources and loaded the Service-Now tables with different data formats
• 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.
• Documented all implementations and best practices defined within team.
• Involved in providing production support for Service Catalog, Incident, Problem, Change, Release, Deployment, Task, Knowledge management modules in Service Now platform.
• Support Business departments by coordinating Moves, Additions and Changes with IT Services and Facilities.
• Involved with working in an agile development environment.
• Responsible for Berlin Up gradation in ServiceNow and also involved in the analysis of the impact on the existing customization after Berlin up gradation.
• Created customized emails for approvals, rejections and cancellations based on the requirements from the service owner.
• Involved in working with CMDB, populating CMDB by importing the data of IT assets into the system.
• Responsible for mentoring peers and junior curriculum developers in Service now platform.

Environment: ServiceNow Eureka/Dublin, Windows 11, XML, Oracle 11g, Toad, SQL*Plus, SQL*Loader, UNIX

ServiceNow Developer

Responsibilities:

• Provided analysis, design and development of Service-Now trouble ticketing and incident management systems to support the company's technical operations.
• Participated in process designing sessions and documented ITIL process flows.
• Working with process owners and business stakeholders to translate business requirements into functional requirements within ServiceNow.
• Experience in designing, development and implementation of ServiceNow Platform ITSM application.
• In-depth knowledge of the technical implementation of Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management, Reporting, Discovery and Integrations.
• Worked on fixing bugs and doing enhancements for Incident, Problem and Change management and Service Catalog modules.
• Creation of tables within ServiceNow
• Managing data with tables, CMDB import sets Users, Groups and roles.
• Creation of custom reports and designing the dash board.
• Design and implement SLA - Service Level Agreement and the required work flow with Email notifications.
• Created notifications based on user requirements and also configured inbound email actions to create incidents or requests.
• Implemented JDBC Export to execute custom SQL queries in the target database based on requirement.
• Create schedules, reports and monitor performance of Service-Now.

Environment: JavaScript, Java, Html, CSS, Glide Script, Service Now, Web Services

Confidential, SFO, CA

ServiceNow Developer

Responsibilities:

• Use & Administration of common platform applications: Knowledge Base, Service Catalog, Workflows, SLA's, Reporting etc.
• Core Application Administration: Policies & Interactions, Application Security, Events & Notifications.
• Managing client scripts, UI policies, UI actions and Data policies.
• Moving data in and out of an instance using import sets and transform maps and also auto import of data into service now.
• Defining Service Level Agreements (SLAs), notifications, and reports.
• Develops new applications from beginning to end.
• Worked with windows team, network team and Asset team in order to check for the data collected through discovery is accurate
• Written script includes and invoked them in business rules and client scripts
• Imported many CI’s using import set tables
• Created data sources and loaded the Service-Now tables with different data formats
• Also worked on Asset Management and loaded the data into it.
• Maintains existing applications. Creates code that meets system standards.
• Integration of service now with LDAP for authentication.
• Integration of Service Now with BMC Remedy for ticket creation on change submit.
• Subject Matter expert on Incident Management, Change Management Process and Knowledge article.
• Recommends appropriate design alternatives to be implemented based on customer constraints.
• Develops conversion plans and procedures.
• Develops and executes plans and procedures for data conversion, customer acceptance criteria and installation strategy.
• Migration of customizations from one instance to other instance.

Environment: ServiceNow, ITIL, JavaScript, Jelly Beans, Web Services, XML, DHTML, JQuery, JSON

Confidential, Greens Borough, NC

ServiceNow Admin

Responsibilities:

• Worked with process owners and business stakeholders to translate business requirements into functional requirements within ServiceNow.
• Use JavaScript to create Business Rules, Client Scripts, UI Policies and UI Actions.
• Created various workflows for Incident Management, Change Management, Service Requests and SLA's.
• Assist in the import of configuration and asset data.
• Implementation, customization and configuration of different Service Manager Modules like Change Request, ESS, Service Desk, Service Catalog, Problem and SLM.
• Working on Report, dashboard designing.
• Defined SLA, OLA and Contract for the customer.
• Configured SLA workflow for the advance SLA configuration.
• Developed automated mappings to schedule the load of flat files on daily, weekly and monthly basis.
• Involved in testing Service-Now form and reports for correct mapping of the objects and data correctness.
• Prepared documentation for requirements, design, installation and unit testing and system integration of Service-Now.
• Trained all the users of the reports on using Info View and exporting reports to various formats.
• Designed, developed, and maintained the report portal which provides user access to scheduled reports and report parameters.
• Provided user training, guidance and instructions for information retrieval from Oracle databases.
• Involved in testing reports for correct mapping of the objects and data.
• Worked in production support for all the Service-Now and report related issues.
• Involved in basic SOAP message creation and Web service implementation.
• Implemented Social IT and Chat Application for the end user support.

Environment: ServiceNow, ITIL, Java Script, Html, CSS, Asset Management, MS AD, LDAP, CMDB, SOAP, Glide Script, Web Services.

Confidential

JAVA DEVELOPER

Responsibilities:

• Requirement gathering and understanding.
• Creation of highly Usable, Accessible, X-Browser, X-Resolution, and X-Platform compatible web applications using (X)HTML, DHTML, CSS, JavaScript, JavaScript Libraries.
• Translated wireframes into optimized program code using XHTML, CSS, JavaScript and DHTML.
• Worked extensively on numerous web technologies including HTML5, CSS 2.0, CSS 3.0, and JavaScript.
• Tested of websites for W3C validation and testing it in major browsers like Firefox, IE7, IE8 and Opera.
• Used Firebug, Firebug Lite, and IE Developer Toolbar for debugging and browser compatibility.
• Fixed bugs and provided support services for the application.
• Handling code optimization techniques to decrease much use of JavaScript in creating dynamic functionality, with the use of CSS classes.
• Used AJAX and JSON to make asynchronous calls to the project server to fetch data on the fly.
• Provided JavaScript and CSS fixes for the UI for issue like orientation issues in web and JQuery implementation.
• Worked on developing application in safari and chrome.
• Provided a brandable solution for all application so that header and footer are the same across the application.

Environment: HTML, DHTML, CSS, AJAX, JavaScript, JQuery, SVN, Eclipse, Microsoft FrontPage, and Adobe Photoshop CS3.

Jr.JAVA DEVELOPER

Responsibilities:

• Involved in Agile development process based on iterative development
• Design development of presentation layers using HTML, CSS, JavaScript and jQuery
• Used JavaScript and jQuery for validating the input given to the user interface.
• Developed Mock-up designs as per the requirements of Business.
• Developed the complete HTML, CSS and JavaScript of the pages with emphasis on performance, accessibility (AA) and SEO standards.
• Implemented Performance Tuning to make the pages load fast and in an effective way.
• Implemented AJAX to speed up web application.
• Used jQuery extensively for event handling, DOM manipulation and cross-browser compatibility.
• Performed extensive unit testing (end-to-end) and prepared detailed test scripts as part of it.
• Designed and developed code for table less web interfaces using XHTML, CSS, and DOM.
• Worked closely with Technical Development Manager to help track, prioritize, estimate, and recommend resources for all Technical Development Team projects..
• Used SVN as version control

Environment: JAVA, Servlets, EJB, JDBC, Hibernate, Spring, JSP, Java Script, SVN and HTML, XML and SQL, CSS, JavaScript, jQUERY, JSP, AJAX.