SUMMARY:

• Over 8 years of experience in IT with nearly 5 years of good experience on ServiceNow Development, Maintenance and Administration.
• Worked as a Tool Consultant and guided the team on the development process after gathering the project requirements from the client.
• Designed, developed, unit tested, documented, and deployed software features on the ServiceNow platform.
• Provided detailed estimates for implementation of ServiceNow modules, data integrations (CMDB, e - bonding, etc.), and Service Catalog items.
• ServiceNow experience in Implementation, design, development, documentation, deployment and post-production support following Software Lifecycle using SDLC SCRUM.
• Transformed functional requirements into detailed technical designs that represent actionable development tasks.
• Experience on various IT Services of Service-Now tool like Incident, Problem, Change, Service Catalog requests, Report, Gauges, and Web Service Integration Along with MID Server.
• Experience on various IT Services of Service-Now tool like Service Catalog Requests, Asset Management, Configuration Management, Change and Release Management, Incident and Problem Management, Knowledge Management, Reporting, Integration with Web Services.
• Experience in ITIL/ ITSM V3 processes, Web services, Business rules, Client Scripts, Workflows, Web protocols, Service Catalogs in ServiceNow.
• Experience of various phases of SDLC such as Requirement Analysis, Design, Code Construction and Test.
• Prepared various documents like Functional Specifications Document and Design Document.
• Researched and deployed new releases and/or enhancements into the ServiceNow environment.
• Monitored health, usage and overall compliance of the ServiceNow application.
• Worked on all the ITSM modules, Orchestration, Procurement, CAB meetings, Implementations, Integrations, web services (REST and SOAP), MID server, SSO(Single-Sign-On), CMDB, CI’s, CMDB Baseline, SLA’s, UI Actions, UI Policies, Glide AJAX, Client Scripts, Server Scripts, Business Rules, Update Sets and ITOM.
• Worked in Agile, SCRUM, Waterfall and Typical SDLC environments.
• Experience in all phases of SDLC like Requirement Analysis, Implementation and Maintenance, and extensive experience with Agile Methodology.
• Hands on experience developing Content Management System (CMS) in Service Now.
• Used Content Management System ( CMS ) tool to create customized web pages and to extend the look and feel of the ServiceNow platform.
• Created different Transform maps to import data into ServiceNow.
• Implemented system security using Access Control Lists (ACL).
• Worked on End to End implementation of CMDB module using Discovery tool in ServiceNow.
• Knowledge in object oriented analysis design and application development.
• Experience in web development and application development using HTML, XML.
• Worked on end to end analysis, development testing and implementation role out of ServiceNow applications on Fuji, Geneva, Helsinki and Istanbul versions.
• Good knowledge of CMDB and Asset Management Services, Business Services and Configuration item relationships.
• Generated operational reports and KPI analysis as needed. Respond to Service Requests and provide incident resolution.
• Experience in configuring and maintaining BMC Remedy Foundation Data.
• Experience within the ITSM environment such as ServiceNow -Siebel, ServiceNow - Web service integration with third party application, HP SM- MS exchange.
• Functional knowledge and implementation experience of ITSM frameworks.
• Strong verbal, written and interpersonal communication skills.
• Would pursue a proactive approach to problem solving.

TECHNICAL SKILLS:

Languages: JavaScript, JAVA, Pentaho, Informatica, PL/SQL.

Application Servers: WebLogic server, Apache Tomcat Server, JBOSS.

ITSM Tools: Service-Now, ITOM, ITSM Suite, HP Service Manager, HP Asset Manager, BMC Remedy.

Web Technologies: JDK 1.4, HTML, XML, DHTML, MSXML, ASPX, CSS.

Operating Systems: WINDOWS 10/8/7/XP, UNIX, LINUX, UBUNTU, IOS.

Databases: Oracle 12c/11g/10g/9i/8i, SQL Server 2012, My SQL.

PROFESSIONAL EXPERIENCE:

Confidential, Ann Arbor, MI

ServiceNow Developer

Responsibilities:

• Created many standard workflows which are being re-used and propagated and handled many custom events.
• Worked on troubleshooting security rules, scripts etc.
• Created UI Actions/ UI Policies in customizing forms and buttons.
• Used ACL’s for controlling the security mechanism in Service Now.
• Implemented different Integrations using web-services / MID Server, etc.
• Involved in Server side scripting using Script Includes.
• Performed customizations of the ITSM applications to support the customers' business requirements and to automate the business processes.
• Used Update sets to move customization from Development to Production Instance.
• Worked on Incident Management, Problem Management, Change Management, Release Management, Knowledge Management, and Asset management, CMDB, Service Requests and SLM.
• Analyzed and fully understood the user requirements and current procedures to improve system capabilities, automated process workflows and address scheduling limitations throughout the development and delivery of the ServiceNow roadmap.
• Used Web Technologies like XML, HTML.
• Used Customer Service Management (CSM) to record and track the customer information like their contact numbers, addresses, phone numbers and other details.
• Used Active Directory, LDAP and Single Sign-On (SSO) Integration
• Supported the team in ServiceNow operations like User/ Group administration, reporting, Metrics, SLAs, etc.
• Used Knowledge articles, incidents, CMDB and dictionaries.
• Created transform maps-both automatic field mapping and scripting.
• Developed UI Actions, script includes and Business rules for overall platform.

Environment: XML, HTML, Windows 7, Service Now, CSS, AJAX.

Confidential, Virginia Beach, VA

ServiceNow Admin/ Developer

Responsibilities:

• Implemented the configuration of various modules like Incident / Change / Release / Problem / Asset / Configuration Management Modules.
• Gathered ample information while working with networking team, Operating systems team in developing a project.
• Reviewed, recommended and developed technical solutions on the ServiceNow platform.
• Worked on ITIL/ITSM V3 processes.
• Worked a few projects with Mid Server, Web Services, Email and other relevant technologies to integrate tools with Service Now.
• Responsible for the Service Now tool administration module and creation of new Users, Groups, Roles, IT Services, Application, Business Services, Routing rules and Blackout Freeze rule.
• Created many scripts which includes, Business rules and client scripts.
• Implemented workflows and web prototypes for Client requirements.
• Involved in setting up Configuration Management from scratch defining the CI classes and their relationships.
• Created various high level customized Client Scripts and UI Policies.
• Created complex transform scripts in transforming the data into the SNOW database.
• Create generalized framework for repeating problems and incidents.
• Design and Implementation of service requests through service catalogue in ServiceNow.
• Developed Service Watch Dashboards.
• Analyze problems, create new solutions and new techniques, Developed many SLA and tables.
• Involved in Managing and configuring BMC Remedy.
• Involved in following up with clients and customers on process requests, special requirements etc.
• Creating catalogue items, workflows, inbound emails actions and update sets for service requests.
• Using various external Web services, developed a BMC Remedy.
• Involved in defining the process for each service request.
• Built forms from scratch along with advances customizations at the level of UIMacros/UI page as per the complex requirements.
• Involved in discussing the business requirements with clients and documenting them into process requests.
• Involved in checking the change management documents and verifying the changes.
• Assisted in Release Management during product and patch releases.
• Provided training sessions on ticketing tools, reporting and data entry.

Environment: XML, HTML, Windows 7, Service Now.

Confidential, Addison, TX

ServiceNow Administrator

Responsibilities:

• Assisted in client implementing the MSP (Managed Service Provider) instance for Service-Now and domain separation for Service-Now Instances.
• Worked on LDAP integrations. Very good understanding of Integration with these varieties of protocols: SOAP, JDBC, and ODBC.
• Implemented various script includes, and used them in client scripts.
• Worked with client and involved in gathering the functional requirements within ServiceNow.
• Created scheduled tasks, monitoring the ticket queues and generating statistics.
• Facilitated rollout of new applications and modules.
• Designed and implemented new functionality using Business Rules, UI Policies, and Access Lists etc.
• Involved in implementing Service Catalog and Request Workflow Design and Configuration.
• 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.
• Using import set tables many CI’s were imported for the implementation of the data.
• Created data sources and loaded the Service-Now tables with different data formats.
• Created various workflows for Incident Management, Change Management, Service Requests and SLA's.
• Also, worked on Asset Management and loaded the data into it.
• Worked on ServiceNow Service Watch delivering process and done enhancements using Service now service watch.
• Worked on the integration of ServiceNow 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: ServiceNow, Windows 7, HTML.

Confidential, Sparks, MD

ServiceNow Developer

Responsibilities:

• Worked with ITSM Tools like BMC Remedy, HP Service Manager and their implementation.
• Configured/Customized various ServiceNow system including workflows.
• Implemented the deployment of new releases and enhancements into the ServiceNow live environment.
• Worked with scripting tools and ServiceNow functionality, create script to automate routine tasks being done in Service Now.
• Implemented tasks that receives specifications from the IT department and delivers a product/release that meets the needs presented. Creates Requirements Definitions, and Technical Specifications Documentation.
• Involved in loading, manipulating and maintaining data between Service-now and other systems.
• Maintained the ServiceNow modules and software licensing functionality.
• Worked with reporting and configuring service level agreements (SLAs).
• Analyzed user requirements to improve system capabilities, automate process Workflows and address scheduling limitations throughout the development and delivery of the ServiceNow.
• Worked for the continuous review of new ServiceNow modules, as well as other commercially available software to ensure the ServiceNow platform and tools remain current.
• Developed ServiceNow applications , including modification to existing ITSM modules .
• Reviewed specifications and confirm understanding .
• Developed custom programs and configured ServiceNow modules , following departmental guidelines, meeting requirements of specifications .
• Tested program changes and modified the programming as needed to correct problems and / or add functionality.
• Provided advanced support for ServiceNow by troubleshooting a variety of difficult software problems, implementing bug fixes and performing root cause analysis.
• Worked with various ServiceNow components such as Service Desk, Change Management, Incident Management, Asset Management, Problem Management, CMDB, Knowledge Management, Mobility and Service Request Management.
• Involved in software engineering concepts and techniques, extensive knowledge of relevant software languages, general knowledge of software development tools and environments.

Environment: PL/SQL, LINUX, HP Asset Manager 9.3, UNIX, HP Connect-It 9.20.

Confidential, Tampa, FL

Java Developer

Responsibilities:

• Developed web client application by JSP, HTML, Perl and XML/XSL Schema.
• Involved in coding front end using Struts Framework concepts like Action classes, JSP’s.
• Created and deployed web pages using HTML, JSP, JavaScript and CSS.
• Involved in writing JUnit Test cases for performing unit testing.
• Used ANT automated build scripts to compile and package the application.
• Used Jira for bug tracking and project management.
• Involved in implementing business requirements using EJB by writing stateless session beans.
• Involved in integrating the business layer with DAO layer using ORM tool Hibernate 2.1.7.
• Created web services using SOAP, WSDL. The calls and responses between client and server are transmitted as SOAP messages.
• Involved in performance improvement sessions and suggested few performance tips like caching, objects creation techniques.

Environment: Java 1.6, Servlets, JSP, EJB, J2EE 1.4, STRUTS, XML, XSLT, JavaScript, Oracle.

Confidential

Java Developer

Responsibilities:

• Analyzed the requirements based on business data and user requirements.
• Implemented the modules using Model-View-Controller (MVC) design pattern.
• Developed GUI related changes using JSP, HTML and client validations using Java script.
• Developed Java beans, helper classes and Servlets for interacting with UI written in JSP.
• Wrote a controller Servlet that dispatched requests to appropriate classes.
• Developed Dispatch Action classes to define several business methods.
• Developed value object mainly used to wrap the data and pass across the layers.
• Developed business logic using Stateless session beans for calculating asset depreciation on Straight line and written down value approaches.
• Designed database Queries for updating, insertion and retrieval of asset information and rates.
• Involved coding SQL Queries, Stored Procedures and Triggers.
• Created java classes to communicate with database using JDBC.
• Unit tested the changes.

Environment: Servlets, JSP, XML, Java Script, Oracle 8i, SQL, PL/SQL, Eclipse, JDBC, Windows 2003 Server.