EXECUTIVE SUMMARY:

• Around 8+ years of experience in IT Industry with more than More than 4 years of experience in Configuring Applications using ServiceNow tool, used in ITIL Management. Strong understanding of ITIL V3. Deep functional and technical knowledge of the Service Now platform as well as experience - delivering medium to large-scale Service Now implementations.
• 3+ years of experience as a ServiceNow developer and administrator.
• Worked on Five implementations of ServiceNow.
• Hands on experience on various IT Services modules of Service-Now tool like Service Catalog Requests, Asset Management, Configuration Management, Service-Now Administration, Incident and Problem Management, Knowledge Management, Project Portfolio Management, Reporting, Gauges, Integration with Web Services.
• Design and configuration experience in ITSM and customizing the applications using Java script, AJAX and HTML in ServiceNow.
• Experience in Installation and Configuration of different modules of Service-Now.
• Hands-on experience in technical implementation of Incident Management, Problem Management, Change Management and Service Catalog.
• Hands on experience developing CMS in ServiceNow.
• Created Knowledge articles & mentored & trained business users & Helpdesk users on ServiceNow platform.
• Participated in workshops with ServiceNow partner teams to help companies implement Service Now using best practices in ITSM.
• Hands on experience in web development using HTML, JavaScript and CSS.
• Over 5 years of experience in software analysis, design, development, testing and implementation of web centric, object oriented, Intranet/Internet enterprise applications using Java/J2EE technologies.
• Development experience adhering with SDLC processes like Waterfall, Agile, Test Driven Development
• 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.
• Hands on experience in Email Integration, LDAP integration, External Web services Integration (both SOAP based and REST based) in ServiceNow.
• Expertise in configuring / maintaining / customizing ITSM.
• Experience in working on the ITIL Process Configuration like Change Management and Knowledge Management and Reporting in ServiceNow.
• Extensive knowledge and experience in implementation and administration of ServiceNow Asset Manager.
• Working experience ServiceNow Discovery tool to meet the company outlined requirements.
• Strong experience in customizing the form design and form layout for various forms in the ITIL Process like Incident, Problem and Change management in ServiceNow
• Experience in working with the workflows in ServiceNow for Service Catalog using workflow editor Good knowledge of CMDB and Asset Management Services. Good in defining Configuration item relationships.
• Extensive experience in Business Rules, UI Actions, UI Policies, Client Scripts.
• Experience in configuring Data Dictionary, Validations Scripts for the fields with in the forms in ServiceNow.
• Experience in working in AGILE based development environment and participating in Scrum sessions.
• Supported the IT team responsible for the implementation and administration of the ServiceNow implementation, including managing system configurations, gathered and documented user and process requirements, developed workflow customizations.
• Knowledge in object oriented analysis design and application development.
• Worked on LDAP and SSO integrations.
• Work effectively with others in a team environment & Lead various projects.
• Strong verbal, written and interpersonal communication skills.
• Strong team player, ability to work independently and in a team as well, ability to adapt to a rapidly changing environment, commitment towards learning. Possess excellent communication. Project management, documentation, and interpersonal skills.

TECHNICAL SKILLS:

ITIL: ITSM, Service Now, JavaScript, HTML, CSS.

Programming Languages: C, C++, Java, ASP.Net(C#), JEE, SQL, PL/SQL, ADO.Net

Java: JDK 1.6, Collections, Multithreading, Networking, Generics, Exception Handling, Files and Streams, JDBC

J2EE: Servlets, JSP, JSTL, Struts, Spring AOP, JNDI, JMS, JTI, Ajax, EJB, Spring IOC, Hibernate, Java Beans

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

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

Databases: Oracle 10g, MySQL

Database Tools: SQL Client, TOAD, SQL Developer

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

IDE: Eclipse, Net Beans, TOAD

Version Control Tools: CVS, SVN

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

PROFESSIONAL EXPERIENCE:

Confidential, Englewood, CO

ServiceNow Admin/Developer

Responsibilities:

• Working on various modules of ServiceNow which include Incident, Change and Problem Management.
• Interacted with Stakeholders, Users and Customers for gathering requirements to arrive at design solution.
• Designed a portal, to provide end users ease of access while creating requests. Made several enhancements to the portal based on the feedback received from users.
• Involved in designing the portal and showcasing it into a user friendly environment.
• Manages data with Tables, the CMDB, Import Sets, and Update Sets.
• Created suggested relationships for configuration items in CMDB.
• Worked on DISCOVERY and set up mid servers and check for the connectivity, Became an expert in troubleshooting Discovery tool.
• Perform updates, reboots, database maintenance and other routine activities as necessary to maintain health and operational status of all Spectrum and Performance Management servers.
• Installed MID Servers on remote desktop and conducted tests required for Discovery.
• Involved in creation of reports, dashboards in ServiceNow.
• Created various front end forms, and associated Client Scripts, UI policies
• Performs core configuration tasks including system policies, business rules and client scripts.
• Design and develop solutions within the Service-Now environment to include modifications of applications, forms, workflow, interfaces and any other customization required to support ITIL processes.
• Worked with reporting and configuring service level agreements (SLA's).
• Strong knowledge of the server side scripting Business rules and Script Includes.
• Created notifications based on user requirements and configured inbound email actions to create incidents or requests.
• Worked on GRC application (Governance, risk and compliance).
• Collaborate with the GRC team on the development of the GRC solution.
• Implementing, configuring, onboarding, and administrating GRC plugins
• Managed Spectrum components including MySQL databases, SQL-Anywhere database, Apache Tomcat-based Web servers, Solaris SpectroServers and CABI/Crystal reporting server.
• Experienced in installation and managing APM tools ( CA APM Introscope, dynaTrace) to monitor the enterprise applications.
• Developed Complex workflows in Service Catalog for interaction with Third Party Sources.
• Handling Production support tickets and assigning them to appropriate teams.
• Developed solutions using JavaScript, Web Services, REST and other web technologies to integrate ServiceNow with internal/ external systems and tools.

Confidential, Austin, TX

ServiceNow Developer

• Provided analysis, design and development of ServiceNow ticketing and incident management systems to support the company's technical operations.
• Contributed in ServiceNow configuration and customization assistance including workflow administration, report setup, data imports, custom scripting and third party software integrations.
• Implemented end-to-end Service Catalog, Incident Management, Configuration Management (CMDB) &Asset Management (ITAM), Change Management and Release Management with Knowledge of Content management.
• 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.
• Configured 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.
• Design and implement business solutions on the ServiceNow ITSM platform.
• 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.
• Conducted analysis, designing and assembly of software components in Open Text CMS applications.
• Maintained technical documentation for CMS Opentext applications as per SDLC standards and procedures.
• Interface extensively with all areas of the organization including Operations and Development.
• Implemented REST API web service as a third-party application for Integration.
• Configured ServiceNow on Windows/UNIX platform with back end as Oracle 10g Database.
• Generated Configuration Management Database that incorporates service assets and configuration items (CI) and CI relationship data to support all of the core process.
• Managed MID Server, scheduled jobs, import sets and transform maps to maintain integration with associated databases and maintain CMDB.
• Created Update sets to move customizations between different systems.
• Expert ability to diagnose/resolve complex problems of enterprise web applications environment.
• Responsible for preparing design level, program level and user level documentation.
• Created full documentation for ServiceNow applications.
• Responsible for closing the open Incident, Problem and Enhancement request. Communicating with the customer the status of the request to ensure the timely customer satisfying result.

Environment: ServiceNow, Java Script, JSON, jQuery, Jira, Remedy, Web Services, SOAP, SQL, XML, HTML, DHTML, CSS, XML, AJAX, Shell scripting, Integrations, Cloud services, ITIL, SCRUM, Angular JS, CMS, Windows 7, Oracle 10g.

Confidential, Millington, TN

ServiceNow Developer/Administrator

• Experience in ServiceNow platform as both Developer and Administrator.
• Configured workflows for requests, approval automation, alerts, and notifications.
• Worked on Incidents and Stories that require enhancement and maintained SLAs.
• Experience with Transform maps and different transform scripts for data load and management.
• Created Scheduled jobs and Scheduled Email of reports to perform background task.
• Experience working in Service Catalogs, Service Portal and ESM Portal.
• Created HTML email templates using HTML, Jelly and Angular JS to email customers during Campaigns.
• Created UI support page in SABA, which is used by ServiceNow employees using HTML & CSS.
• Worked with dynamic HTML components: AJAX, HTML, JavaScript, Angular JS and CSS.

Confidential

ServiceNow Developer

• Involved in the development of user interface design and front-end (HTML) for the Web application using HTML4, CSS2 and Bootstrap.
• Developed non-functional HTML, CSS pages from the mock up and involved in UI review with UI Architecture and Business Units.
• Coded JavaScript for page functionality using Jquery selectors and events.
• Performed client side validation for forms using JavaScript and jQuery.
• Involved in implementing the UI to support all the major browsers like Internet Explorer, Mozilla Firefox and Google Chrome thus ensuring cross browser compatibility.
• Made the application responsive to different screen resolutions using Bootstrap and CSS3media queries.
• Debugged the code using browser tools like Firebug.
• Created computer-generated images and animations using CGI for digital marketing web applications.
• Created pages for selecting the book size, layout type for a photo book.
• Integrated with third party photo storage applications like Instagram, Facebook, Picasa etc.,
• Used third party API’s for obtaining the digital storage information.
• Coordinated project activities and ensured that all project phases are followed and properly documented.
• Involved in complete SDLC - Requirement Analysis, Development, System and Integration testing.