PROFESSIONAL SUMMARY:

• 7+ Years of strong IT experience in Software Design, Development, Analysis, Testing and Implementation.
• 4+ years of experience in ServiceNow platform as both Developer and Administrator.
• Deep understanding of Information Technology Software Development Life Cycle (SDLC) methodology, project management principles and providing end - to-end ITSM solutions using Service Now.
• Configured Applications using Service-Now tool used in ITIL Management.
• Hands-on experience on Governance, Risk and Compliance application (GRC).
• Good knowledge on Java, JavaScript, AJAX, HTML, CSS, XML, Angular JS, Oracle.
• Configured LDAP Server, for pulling user and group data from Active Directory.
• Expertise in exporting CMDB data, load data reconciliation with the help of transform map and transform script.
• Design and engineer solutions leveraging all appropriate components offered by Service-Now to answer the needs for business workflows, ticketing or other ITSM requirements.
• Extensive experience on integrating ServiceNow with 3rd party tools and implementation of SOAP and REST API communication in and around ServiceNow.
• Configuration and customization of Help Desk, Change/Incident/Problem/asset/Event Management Modules including: Business Rules, Client Scripts, Dictionary Overrides, UI Policies and UI Actions based on user requirements.
• Design, development, distribution of custom client-server, WEB services and SOAP solutions.
• Good experience in Content Management for designing self-service portals.
• Good Knowledge of CMDB and IT Asset Management Services (ITAM) and IT Operations Management (ITOM).
• Good knowledge on Discovery and Mapping as per the business services.
• Experience on Third party integration tools like SCCM, EDMP, ARIBA, JIRA and also Envision for monitoring.
• Functional knowledge and implementation experience of IT Service Management (ITSM) frameworks and demonstrated project management skills and experience working directly with customers and clients.
• Worked with MID servers to facilitate communication and movement of data between the platform and external application and data sources.
• Created Dashboards and Reports that could be exported in different formats on the Performance and Analytics application.
• Attention to detail and complex problem-solving abilities from operational and technical perspective.
• Excellent Interpersonal skills, Communication skills, Documentation Skills, problem solving ability, Analytical and Programming skills in High speed, Quality conscious and Multitasked environment.
• Gathering requirements and converting BRD's into technical requirements. Created design patterns & implementation plans for Service Now enhancements.

TECHNICAL SKILLS:

Tools: JIRA, ServiceNow, Microsoft SQL Server Reporting Services, Maven, IntelliJ, Bit bucket, Sublime, Source tree

Scripting Languages: JavaScript, Jelly Script, JSON, Angular JS, HTML, CSS, REST, AJAX

Languages: C, C++, JavaDatabases: Oracle 10g/9i/8i, MS Access, MS SQL Server, CMDB

Operating Systems: Solaris, Windows, UNIX, LINUX

Methodologies: Agile, RUP, SDLC, Waterfall, Scrum, Six Sigma, CMMI, ITIL

WORK EXPERIENCE:

Confidential, Atlanta, GA

ServiceNow Developer/Admin

Responsibilities:

• Communicating with end users, identifying their difficulties and changing the applications as per their requirements.
• Designed and configured the Incident, Problem and Change Management applications supporting ITIL and business processes.
• Participating in meeting with SME's and Project Managers to analyze the requirements and developing the workflow design of request items using Agile Methodologies.
• Implementation of changes to improve automation and efficiencies in ServiceNow.
• Manage ITIL Processes monitoring overall system performance using the System Performance and System Diagnostic dashboards.
• Integrating ServiceNow with other systems and customization.
• Implementation of Software and Change Management, ServiceNow Change Management.
• Worked on Reconciliation application, created recon scheduled jobs, import jobs to get the unique recon IDs for the CMDB data based on datasets.
• Worked on SCCM, EDMP integrations for handling Software Asset Management through service requests.
• Worked on ARIBA integration for Hardware Asset Management with service requests.
• Worked on JIRA integration for change management process using Rest webservices.
• Technical implementation of various ServiceNow modules such as Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management.
• Managed all Change Management Information (ServiceNow).
• Involved in daily, weekly and monthly meetings with client on the work progress and discussions on the upcoming work.
• Made end-end sites with Themes and Content Layouts utilizing CSS that can be re-utilized as a part of ServiceNow.
• Setting up Configuration Management, preparation characterizing the CI classes and their connections.
• Responsible for Development Team Performance and involved in grooming & mentoring team members on various processes.

Environment: Change Management, Incident Management, Problem Management, Service Catalog, and Integration with Third Party Tools, Configuration Management, Reporting, Discovery and Integrations

Confidential, Tustin, CA

ServiceNow Developer/Admin

Responsibilities:

• Performs core configuration tasks including system policies, business rules and client scripts.
• 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.
• Maintains existing applications. Creates code that meets system standards.
• Integration of service now with LDAP for authentication and also with SCCM for Asset Management.
• Manages users, groups and roles
• Develop necessary development documentation as needed (e.g. technical design, developer notes, etc.)
• Investigate performance issues, learn troubleshooting tools, and use system logs to find issues
• Migration of customizations from one instance to another instance.
• Communicating with end users, identifying their difficulties and changing the applications as per their requirements.
• Use & Administration of common platform applications: Knowledge Base, Service Catalog, Workflows, SLA’s, Reporting etc.
• Core Application Administration: Policies & Interactions, Application Security, and Events & Notifications.
• Managing client scripts, UI policies, UI actions and Data policies.
• Subject Matter expert on Incident Management, Change Management Process and Knowledge article.
• Recommends appropriate design alternatives to be implemented based on customer constraints.
• Develops and executes plans and procedures for data conversion, customer acceptance criteria and installation strategy.
• Ongoing Maintenance.

Environment: CMS Designing & Development, Script Include, Java Script, Boot Strap, Client Scripting, Jelly Scripting, Service Catalog Workflows

Confidential, Raleigh, NC

ServiceNow Developer

Responsibilities:

• Created various front-end forms, and associated Client Scripts, UI policies, including advanced customizations that require modification of UI Pages/Macros.
• Experience with jelly scripting in ServiceNow.
• Designed Workflows, along with standard Workflow templates which can be reused.
• Strong knowledge of the server side scripting Business rules and Script Includes.
• Implemented ServiceNow ITSM applications using ITIL V3 services best practice processes, methods, testing, and training projects for multiple, diverse organizations.
• Orchestrated the efforts of vendors, and internal divisions/departments to internalize new IT Asset Management processes
• Preparing Implementation Plan for every release in ServiceNow and provide Walkthrough to the entire team to execute the steps.
• Planning and coordinating the execution of Implementation along with Technical/Business validations post every Maintenance/Major release in ServiceNow.
• Implementation of Software and Change Management, Service Now Change Management.
• Implementation of changes to improve automation and efficiencies in ServiceNow.
• Manage ITIL Processes monitoring overall system performance using the System Performance and System Diagnostic dashboards. Integrating ServiceNow with other systems and customization.
• Technical implementation of various ServiceNow modules such as Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management.
• Managing ServiceNow (Change Management) ITIL Automate and standardize business processes for all Go-Lives. Consolidating all global IT to a single system of record.
• Actively involved in daily Scrum meetings.

Environment: Form Creation, Business Rules, Script Include, Client Scripting, Jelly Scripting, Email Notifications.

Confidential

ServiceNow Admin/Developer

Responsibilities:

• Involved in daily, weekly and monthly meetings with client on the work progress and discussions on the upcoming work.
• Designed a company-wide service catalog that offers a collection of services.
• Involved in customization of UI for a knowledge base.
• Configured and retrieved the service catalog items from the databases for user friendly in new CMS UI pages.
• Involved in designing, development of Home Page, Place Order for Service Catalog, Knowledge base, create a service ticket, schedule a call from the service desk and schedule a time for solving the issues with one to one personally.
• Created update sets for configuring in different instances i.e., temp, test, uat, dev and production instances.
• Met all service level agreements (SLA's) and delivered all significant result and deadlines.
• Managed the activation status, profile, and roles assigned to each user and groups in ServiceNow.
• Performed testing in ServiceNow DEV, UAT and Post implementation validation of IT Service Management releases.
• Gathering and analyzing requirements to submitted enhancements requests to improve incident ticketing system through automation and improve SLA of tickets completion.
• Created custom reports through the report module in ServiceNow.
• Involved in all process improvement documentation, diagrams and Knowledge base tutorials used by the Admin team and uploaded each document to the SharePoint Site.
• Interface with Global Process Owners and Production Assurance work streams to ensure tool functionality meets business needs.

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

Confidential

UI Developer

Responsibilities:

• Interface with Global Process Owners and Production Assurance work streams to ensure tool functionality meets business needs.
• Closely worked with business system analyst to understand the requirements to ensure that right set of UI modules been built.
• Developed all the UI pages using HTML, XUL, DHTML, XSL/XSLT, XHTML, DOM, CSS, JSON, JavaScript, jQuery, Ajax.
• Created XHTML Pages with CSS and the Box Model
• Used advanced level of JQUERY, AJAX, JavaScript, CSS and pure CSS layouts.
• Used JQuery core library functions for the logical implementation part at client side for all the applications.
• Used source tree for version control system and as a full-fledged repository.
• Involved in developing HTML and JavaScript for client side presentation and data validation on the client side with in the forms.
• Developed Date Time Picker using Object Oriented JavaScript extensively.
• Designed PDF, Excel and Print previews for all the reports in the application using HTML, JavaScript and SQL Stored Procedure.
• Maintain, enhance, and recommend solutions that best suit business and technology needs from UI standpoint.
• Involved in developing XUL, HTML, and JavaScript for client side presentation and, data validation on the client side with in the forms.
• Involved in writing application level code to perform client side validation using JQUERY and JavaScript.
• Responsible for the implementation of Web Design based on CSS, HTML, XHTML, Bootstrap and Angular JS.
• Redesign and maintain existing web application utilizing HTML, CSS, JQuery and Angular JS.
• Created web contents and tested for cross-browser compatibility, security, operating systems, and screen resolutions.
• Developed SQL Queries to interact with Oracle database.
• Successfully executed all the test cases and fixed any bugs/issues identified during the test cycles.

Environment: HTML, CSS, JavaScript, J Query, Angular JS, Dreamweaver, AJAX, JSON, MS Office, PL/SQL and Source tree.

Confidential

UI Developer

Responsibilities:

• Design, development, implementation of application based on business requirements.
• Coordination with the clients to understand the business requirements and to get the correct picture of what is to be developed.
• Deciding which components to use which will be the best in terms of functionality and compatibility.
• Working with other members of the team to help them understand the overall requirements which has to be met
• Coordinating with the tester extensively to make sure he/she correctly understands the way the application has to be tested.
• Providing support to t\he end user to clear out any issues which might arise
• Developed code to call the web service/APIs to fetch the data and populate on the UI using JQUERY/AJAX.
• Coordinating with team members who are working on other modules of the same application to make sure of the smooth execution of the project and there are not conflicts.
• Doing functional testing on the developed application to ensure it meets the standards
• Hot fixing of the issues reported by the testers.
• Writing supporting docs, user stories and test cases for the developed application.

Environment: Sencha CMD, EXT JS, HTML, CSS, REST, AJAX, JavaScript, JSON, WebSphere, Maven, JIRA, IntelliJ, Bitbucket, Sublime, Sourcetree