SUMMARY:

• A Qualified IT Professional with close to 6+ years of experience including 3+ years of experience as a Service - Now suite developer and administrator.
• Direct hands on experience on various IT Services of Service-Now tool like Service Catalog Requests, Asset Management, Service-Now Administration, Incident and Problem Management, Knowledge Management, Content management system(CMS), Reporting, Gauges, Integration with Web Services.
• Functional knowledge and implementation experience of ITSM frameworks.
• Good knowledge of CMDB and Asset Management Services: Business Services and Configuration item relationships.
• Expertise on creation of workflows for Service Catalog items in Service-Now.
• Working experience of various phases of SDLC such as Requirement Analysis, Design, Code Construction and Test.
• Gained knowledge on Bootstrap on designed templates for navigation for designing Web applications.
• Implemented AngularJS controllers to maintain view data.
• Maintained applications using Javascript, AngularJS, HTML and CSS.
• Have knowledge on Geneva release for fixes for Password reset, ODBC and mobile.
• Involved in creating and updating Visio Process documents.
• Gained knowledge in testing and detecting defects in JIRA.
• Service-Now Administration and Production support including maintenance of lower environment instances.
• Involved in subsequent releases to ongoing UAT instance.
• Good understanding of object oriented analysis design and application development.
• Hands on experience Web Development using HTML, CSS, XML, XSLT, JavaScript, JQuery and XSL. Good experience in application development using Java/J2EE, JSP.
• Strong skill set in the Service Now suite development including SOAP/REST integration.
• Service-Now Administration and Production support including maintenance of lower life cycle instances. Familiar with versions Eureka, Dublin, Berlin.
• Experience in Application Architecture, Analysis, Technical Design, Development, Implementation, Performance Tuning, Testing, Configuration Management.
• Create, monitor, modify, and publish service catalog workflows with approvals. maintain Single Sign-On integration
• Experience in creating and maintaining access control lists ( Confidential ). Use of scripting tools and Service Now functionality to create script to automate routine tasks being done in Service Now.
• Well versed and good understanding in creating Transform maps, field mapping, creating scripts and import set tables for importing data into Service Now.
• 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, interpersonal skills.

TECHNICAL SKILLS :

ITSM TOOLS: SERVICENOW, ITSM SUITE.

LANGUAGES: JAVA 1.6, JAVA SCRIPT, SQL, PL/SQL

DATABASES: Oracle 10g, SQL Server 2005

WEB TECHNOLOGIES: HTML, HTML5, CSS, CSS3, DHTML, XML, XSLT, JAVASCRIPT, JQUERY,AJAX, WEB SERVICES, JSP

APPLICATION SERVERS: IIS 5.0, APACHE, TOMCAT, WEBLOGIC

RDBMS: ORACLE10G/11G, MS ACCESS

OPERATING SYSTEMS: WINDOWS NT/2003 SERVER/XP AND UNIX

J2EE: JSP1.2, Servlets 2.4, Struts 1.2, Spring, Hibernate, JNDI, JMS

HELPDESK & SUPPORT SYSTEM: JIRA, NEXUS

PROFESSIONAL EXPERIENCE:

Confidential, Columbus, OH

Service Now Consultant

Responsibilities:

• Document development work as needed for implementation (i.e., User Stories, Development and Scripting documentation, Status, etc).
• Followed Agile Methodologies(Scrum) and involved in requirement gathering, analysis.
• Have documented the user stories and tested the stories as per the requirement.
• Wrote test cases for the stories while estimating and validating as per the request.
• Design and implement new functionality using Business Rules, UI Policies, and UI actions.
• Written script includes and invoked them in business rules and client scripts.
• Good knowledge of CMDB program on updating on regular basis.
• Maintained test steps along with screenshots for further references and also ensured in resolving the bugs which are logged while testing.
• Experienced in regression testing on user stories.
• Created and edited knowledge articles such as a policy or release notes to share information across the organization.
• Involved in subsequent releases to ongoing UAT instance.
• Created filters to be available for different set of users for multiple modules.
• Development of Service catalog which includes creating/modifying catalog items, creating new variables for the catalog.
• Involved in creating new Workflows and also worked, modified existing workflows using Graphical Workflow editor.
• Extensively worked in creating multiple style sheets, themes for pages. Involved in implementing multiple configuration changes and also in creating specific admin page in Content Management.
• Also responsible for setting access levels for various Applications/Module menu items for users and the data visibility.
• Created, modified multiple dashboards and provided access at group level as per requirement.
• Worked on UI Macros to create pages as templates on requirement from the stake holders.
• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in ServiceNow.
• Communicate technical problems and solutions to both technical and non-technical audiences.
• Writing Catalog client scripts and UI policies to make client side changes.
• Created and utilized Update Sets to migrate customizations from one instance to another instance.
• Involved in creation of Email Templates, Email Notifications and Inbound Email actions.
• Advise on options, risks and impacts on business processes and technical solutions.
• Worked with reporting and configuring service level agreements (SLAs).
• Worked on third party Web Services using SOAP Messages.
• Created UI Actions on the forms and given Confidential ’s to the users.
• Participate productively in a Collaboration process as part of an agile scrum team.
• Strong understanding of ITIL and Service Management.

Environment: ServiceNow, JavaScript, HTML 5, SOAP, Scrum, Windows 7.

Confidential, Charlotte, NC

Service Now Developer

Responsibilities:

• Created functional and technical specifications documents for various ServiceNow modules
• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in ServiceNow
• Create multiple knowledge bases and assign these knowledge bases to individual managers responsible for controlling the behavior and organizational scheme of each knowledge base.
• Created workflows - tasks, group approvals, user approvals, branch, join, rollbacks, set values, run scripts. Created UI actions for sending knowledge articles to stages - ‘Send to review’, ‘Publish’, ‘Back to review’.
• Created Client scripts, Business rules, Script includes UI policies for manipulating data in Knowledge management.
• Involved in creating and updating Visio Process documents.
• Gained knowledge in testing and detecting defects in JIRA.
• Import sets and transform maps are used in data migrations and imported data from excel sheets.
• Coordinating the instance upgrade activities.
• Involved in cloning activities like raising the request for cloning.
• Worked on change management module by enhancing the tool to the stakeholders and made it easy to understand.
• Created CI relationships and Suggested CI Relationships
• Created workflows for Standard catalog items, Non Standard catalog item and Change approval process.
• Created various Business rules, Script includes, Client Scripts, UI Policies, UI Actions and Data Policies.
• Created both inbound Scripted Web Services and inbound Email Actions to create incidents from Emails.
• Called third party Web Services using SOAP Messages.
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, CSS, HTML5
• Configured multiple forms for Asset module using Configuration Management Database.
• Resolving typical Users access and roles issues by checking active directory and users table.
• Pulling reports and scheduling the reports as per the client requirement.
• Creating database views to pull the reports on variables which are being used by catalog items.
• Writing Catalog client scripts and UI policies to make client side changes.
• Creating the UI pages to use them in catalog items, implemented using UI scripts.
• Creating Knowledge articles to document the steps in creating the catalog items.
• Working on different kinds of variables and variable sets.
• Working on order guides, to arrange them in sequential order to make the user comfortable while raising a request.

Environment: ServiceNow, JavaScript, HTML 5, Windows 7.

Confidential

ServiceNow Admin/ Developer

Responsibilities:

• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in ServiceNow
• Worked on change management module by enhancing the tool to the stakeholders and made it easy to understand.
• Worked on modifying existing workflows to meet the new requirements and also updated using best practices.
• Created various Business rules, Script includes, Client Scripts, UI Policies, UI Actions and Data Policies for multiple modules.
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, CSS, HTML5
• Resolving typical Users access and roles issues by checking active directory and users table.
• Creating reports as per requirement provided by the business and also involved in creating new fields to capture information for reporting purposes.
• Creating the UI pages to use them in catalog items, implemented using UI scripts.
• Creating Knowledge articles to document the steps in creating the catalog items and also involved in few user training sessions.
• Working on different kinds of variables and variable sets.
• Hands on experience with UI Actions/ UI Policy/ Access Control Lists /Email Notifications for Incident analysis.

Environment: ServiceNow, JavaScript, HTML, CSS, XML, Windows 7.

Confidential

J2EE Developer

Responsibilities:

• Involved in preparing views using JSP.
• Responsible for developing business logic.
• Involved in developing Model Classes which take care about DB operations.
• Coding using Struts, JSP, Java Servlets and HTML pages.
• Involved in development, administration, and integration testing
• Creating Junit test cases for variation and Exception tests.
• Integrating my application with the existing Combined Web Application.

Environment: JSP, Struts, Servlets, JavaScript, CSS, XML, HTML, XHTML, Oracle 9i.

Confidential

Java/ J2EE Developer

Responsibilities:

• Develop project using Java, JSP, JS, JQuery and Springs MVC.
• Implement EJBs Session beans for business logic
• Write stored procedures and work on performance tuning to achieve better query performance
• Refract existing project to make it more RESTful and thread-safe
• Assist Quality Assurance team in testing the application
• Create command-line interface for the test framework
• Used parsers like SAX and DOM for parsing xml documents and used XML transformations using XSLT.
• Involve in Production Support and Enhancement Development
• Attend Scrum meetings to develop the modules
• Involved in development of the web pages using HTML, JQuery and Java Script
• Implemented AJAX functionality using Rich Faces Components

Environment: JSP, Struts, Servlets, JavaScript, CSS, XML, HTML, JQuery.