SUMMARY

• A Qualified IT Professional with 7+ years of experience including 3 years of experience as a ServiceNow suite developer and administrator.
• Experience in Implementation of Workflow, Incident Management, Problem Management, Change Management and Service Catalog on various business applications.
• Implemented ServiceNow Service Catalog Requests, Asset Management, Configuration Management, Service - Now Administration, Incident and Problem Management, Knowledge Management, Reporting, Gauges, Integration with Web Services.
• Functional knowledge and implementation experience of ITSM frameworks.
• Create, monitor, modify, and publish service catalog workflows with approvals. Maintain Single Sign-On integration.
• Create an access control rule (ACL).Use of scripting tools and ServiceNow functionality to create script to automate routine tasks being done in ServiceNow.
• Loads, manipulates and maintains data between Service Now and other systems.
• Good knowledge of CMDB and Asset Management Services: Business Services and Configuration item relationships.
• Web services, Discovery, Workflow, and CMDB.
• Experience installing, configuration and administration of CMDB.
• 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.
• ServiceNow Administration and Production support including maintenance of lower environment instances.
• Good understanding of object oriented analysis design and application development.
• Hands on Web Development using HTML, JavaScript, Jelly and CSS.
• Good experience in application development using Java/J2EE, JSP.
• Experienced in building/implementing high performance and scalable multi-tier web applications using Microsoft Visual Studio (3.5, 4.0, 4.5)
• 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.
• Strong skill set in the ServiceNow suite development including SOAP/REST integration
• ServiceNow Administration and Production support including maintenance of lower life cycle instances. Familiar with versions Eureka, Dublin, Berlin.
• Installation/Maintenance/Troubleshooting and Configuration of technical BMC Software components on server environment and different modules of Service-Now.
• Proficient in transforming business requirements into functional specifications focusing on workflow analysis and design, business process reengineering, user interface design and process flow modeling.
• Functional knowledge and implementation experience of ITSM frameworks.
• Experience in Application Architecture, Analysis, Technical Design, Development, Implementation, Performance Tuning, Testing, Configuration Management.
• Excellent work experience on Front-end and Backend testing.
• Demonstrated the ability in developing Test Plan and test cases utilizing requirements and design documents, specifying Testing Overview & implementation.
• Excellent oral and written communications, interpersonal, negotiation, analysis and problem-solving skills.

TECHNICAL SKILLS

ITSM Tools: ServiceNow, ITSM Suite

Operating System: Windows Client (7, Vista, XP - Pro, 2000, etc.), Windows Server (NT, 2000, 2003, 2008), Mac OS-X

Project Management / Tools / Applications: All MS Office suites (incl. 2003), MS Exchange & Outlook, Lotus Domino Notes, Citrix Client, SharePoint, MS Internet Explorer, Firefox, Chrome, Apache, IIS

Languages: Java, HTML, CSS, XML, SQL, C#, VB.NET

Application Servers: Web Logic Server, IBM Web Sphere and Java Web Server

.NETTechnologies: .NETFramework (1.1/2.0, 3.5, 4.0), ADO.NET

Front - End: HTML, JSTL, DHTML, JavaScript, CSS, XML, ASP.NET

ServiceNow Modules: Incident Management, Change Management, Problem Management, Service Catalog, Service Level Management, CMDB, Data Loading, Start Now, On Call Scheduling, New Call, Web Services, ODBC Connectivity.

Databases: DB2, SQL server, MS-Access, MySQL

PROFESSIONAL EXPERIENCE

Service Now Developer / Administrator

Confidential, Framingham, MA

Responsibilities:

• Working with client and functional requirements within Service Now.
• Assisting client implementing the MSP (Managed Service Provider) instance for Service-Now and Domain separation for Service-Now Instances.
• Facilitating rollout of new applications and modules.
• 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.
• Assist in the definition of business requirements and provide definitions and updates of system design documentation.
• ServiceNow application development; including creation and configuration of Service Catalogs, Email Notifications, Data imports and exports and Reports.
• Created CI relationships and Suggested CI Relationships
• 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 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.
• Created both inbound Scripted Web Services and inbound Email Actions to create incidents from Emails.
• 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.
• Working on order guides, to arrange them in sequential order to make the user comfortable while raising a request.
• Re-designed workflows using workflow editor, Reconciled complicated workflows to simpler form.
• Writing script includes invoking them in reference qualifiers or variable scripting.

Environment: Service Now, Asset Management, Incident Management, Problem Management, Fire eye, HTML, Java script, CSS, CMDB.

Service Now Developer/ Administrator

Confidential, Phoenix, AZ

Responsibilities:

• Assisting client implementing the MSP (Managed Service Provider) instance for Service-Now and Domain separation for Service-Now Instances.
• Worked on the functional requirements and client requirements within ServiceNow.
• Facilitating rollout of new applications and modules.
• Design and implement new functionality using Business Rules, UI Policies, and Access Lists etc.
• Service Catalog and Request Workflow Design and Configuration
• Created various workflows for Incident Management, Change Management, Service Requests and SLA's.
• 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 several 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.
• Written script includes and invoked them in business rules and client scripts
• Imported many CI's using import set tables
• Imported Active Directory to ServiceNow 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.
• Worked on Berlin, Calgary Versions.
• Worked on Asset Management and loaded the data into it.
• Integrated Fire eye tool with ServiceNow using Email integration i.e. inbound actions scripting.
• 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, JavaScript, XML, HTML, CSS, XHTML, jelly Script, Windows 7.

Service Now Developer/ Administrator

Confidential, Charlotte, NC

Responsibilities:

• Worked on Incident, Problem, Change, and Service catalogue Management.
• Regular interaction with the Process Owners and other Support teams for Incident resolution within agreed SLA.
• Update set movement to SubProd instances and Production.
• Cloning activities which include post cloning and pre cloning activities.
• Scheduling daily calls and generating Reports regarding various incidents resolved.
• Raising ticket with Vendor while facing major issues like instance down and Performance issues.
• Hands on experience with Client Scripts/Business Rules/Scheduled Jobs for Incident analysis.
• Hands on experience with UI Actions/ UI Policy/ Access Control Lists /Email Notifications for Incident analysis.
• Knowledge in workflow editor to design workflow for various modules, triggering various events, publishing workflows.
• Customer Complaints Response & Resolution

Environment: Cloud based, OS: Windows 7 / XP; Applications: ServiceNow (Cloud based ITSM solution)

Application Developer

Confidential, NY

Responsibilities:

• Followed test driven development for whole project; maintaining integration test cases at SQL server level and unit test cases for functional checks.
• Involved in complete life cycle of software development including designing, developing, testing, and deployment of the web portal application.
• Experienced in building/implementing high performance and scalable multi-tier web applications using Microsoft Visual Studio (3.5, 4.0, 4.5)
• Developed Web pages with ASP, HTML Controls, and CSS using jQuery/JavaScript for Client Side Validation and VB.Net for legacy systems
• Involved in the design of the system architecture using UML and MS Visio, to develop class diagrams, use cases etc.
• Performed Application level tracing, debugging, and state maintenance through the web.config file under the root directory of the application
• Involved in modeling the DB, created new tables and SPs for incorporating the new functionality
• Established entity-relationship among various tables and enforced referential Integrity and Delete rules during the design phase of the base tables of the database
• Creating unit tests for every functionality in services using fakes, and integration test cases for every DB procedure
• Worked on Client side validations using Java Script, JQuery, and CSS for validation issues
• Knowledge on Team Foundation Server (TFS) related to Code versioning, work items handling, monitoring work items, and using and crating queries for alerts and reporting
• Worked in other HSA modules like Hot-Fixes, which are released every week like minor deployments

Environment: .Net Framework 4.5, VisualStudio2012,VB.NET, Scrum Methodology,ASP.NET4.5, JavaScript, Web Services, SVN, XML, AJAX,ADO.NET, SQL Server 2012, JQuery, IIS 7.0, HTML, CSS.

Confidential

.NET Developer

Responsibilities:

• Worked on business layer in C#.Net to handle existing functionality of the system as well as new proposed functionalities.
• Designed and Developed the web application using Asp.Net
• Allows domain controllers running both Windows 2000 and earlier versions of Windows Server to co-exist in the domain using active directory.
• Used JavaScript for Client side validations and .Net Validations for Server side Validations.
• Worked with Ado.Net to handle database transactions and interaction with Asp.Net Pages and JDBC
• Implemented Data Adapter, Data Reader, Datasets, and Data connections for creating, opening, accessing connections, binding data and used SQL commands for reading and updating data on Microsoft SQL 2005 Server.
• Wrote code-behind files in C#.Net server side processing of pages.
• Used Ado.Net for connecting and retrieving data from mainframe and SQL server2005.
• Developed business interface and implemented business components using .Net Remoting.
• Designed and documented various controls to be added on several pages.
• Implemented validation controls and user authentication in Asp.Net.
• Created Security module in C#.Net for both the systems to provide highest level of security and user authorization to application.
• Involved in Bug Fixing, Code maintenance, Exception Handling, Logging, and Validation Application Blocks.
• Incorporated the structured error exceptional handling try catch blocks all throughout the development to handle exceptions and log
• Involved in the maintenance of the whole application.

Environment: .NetFramework 2.0, Asp.Net, C#.Net, Ado.Net, Pl/SQL, IIS 6.0, SQL Server 2005, Windows Server 2000/XP, JavaScript, Visual Studio 2005.

Application Developer

Confidential

Responsibilities:

• Involved in the creation of presentation framework using ASP.NET and C# by creating win forms, user controls and code behind pages.
• Implemented Form based authentication in ASP.NET to authenticate users.
• Analyzed the design specifications, developed master pages and integrated child pages.
• Developed all the WebPages using ASP.NET, HTML, and DHTML, with Style Sheets (CSS).
• Used JavaScript for validating the frontend client side as well as used ASP.NET controls for validating server side.
• Designed and developed login interface to manage login permissions according to the roles provided.
• Created and deployed XML Web Services, using ASP.NET and used Web Services from ASP.NET web applications.
• Developed documentation and performed unit testing as a developer for the web and windows applications.
• Involved in Designing and developing win-forms for checking the credit, disbursements and EMI calculations.
• Dealt with various SQL Server database issues e.g. creating tables and relation between the tables, adding, updating and deleting the data in the tables. Developed T-SQL Stored Procedures.

Environment: ASP.NET, C#,ADO.NET, XML, Web Services, Visual Studio 2003, Visual Studio 2005, SQL Server 2005.