SUMMARY

• Over 8+ years of experience in IT industry with over 3+ years of experience in ServiceNow platform as both Developer and Administrator including design, development, testing and implementation of the projects.
• Understanding of IT Service Management (ITSM) and the ITIL business process maintain service level agreement (SLA) and monitor an SLA workflow.
• Customized and created workflows for Change Management, Configuration Management, knowledge management and for service catalog items.
• In - depth knowledge of the technical implementation of Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management, Reporting, Discovery and Integrations.
• Hands on experience on various ServiceNow Modules like Service Catalog, Incident, Problem Change Management, SCRUM, CMDB (Configuration Management Database), Asset, Knowledge, Release, Content Management, Reporting and Integration with Web Services.
• Hands on experience in web development using HTML, JSP, JavaScript, JQuery, Jelly, Ajax and CSS.
• Experience in, Monitoring tools, Bridge calls, Outage Communication, Business Impact Analysis, IT Service Continuity Management, SLA Management.
• Good understanding of Helpdesk / Service Desk, Change Tasking, Service Level Agreement and Service Request Management.
• Good understanding of Remedy Mid-tier system and Web Services.
• Hands on experience using DISCOVERY to load configuration information to CMDB.
• Extensively worked on Configuration and maintenance of UI Policies, Client Scripts, Business Rule, UI Action and Script Includes by using Glide Form, Glide System and Glide Record objects used by several other important objects.
• Imported data from various Data Sources using Import Sets and Transform Maps.
• Incident Management where issues of high critical Infrastructure and Applications in production environment were facilitated with escalations, outage communications, and bridge calls management targeting restoration of services the sooner.
• Experience in major versions of ServiceNow like Helsinki, Geneva, Fuji and Eureka.
• Experience in handling large number of data import and data export in ServiceNow.
• Expertise with integrations for SCCM plug in, Solarwinds Plug in, Mulesoft as the source for LDAP, SSO/SAML.
• Good communication, analytical, leadership and project management skills.

TECHNICAL SKILLS

Application Tools: ServiceNow (ITSM Tool) (Dublin, Eureka, Fuji and Geneva), Manage Engine, Netbeans6.9.

Web Technologies: HTML, CSS, JavaScript, Ajax, Jquerry, Json, Jelly, XML. TCP/IP, Networking devices.

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

Database: Oracle 10g/11g, SQL Server 2014, CMDB

Operating Systems: Windows7, Windows 2008/xp, LINUX, UNIX.

PROFESSIONAL EXPERIENCE

SERVICE-NOW DEVELOPER

Confidential, Atlanta, GA

Responsibilities:

• Involved in gathering the requirements from the Business Team and creation of technical Task Documents to develop workflow, implement the workflows in Service Applications and administer the tools.
• Experience in upgrade process from Eureka to Geneva and Geneva to Helsinki.
• Experience in the development and customization of Service Catalog Items and Workflows.
• Indulged in update set tracking and export/import both in FUJI and Eureka versions.
• Workflow management - Created Workflows, Sub flows and Tables both on Geneva and FUJI.
• Strong technical knowledge of ITSM Products Incident Management, Change Management, Problem Management, Asset Management, SLM, SRM, CMDB, AIE
• Developed user interface elements for Web-based applications based on program specifications using JavaScript.
• Worked on Helsinki and configured incident, problem and change managements.
• Configuring Post-Upgrade issues during instance upgrade from Geneva to Helsinki.
• Managed inbound and outbound notifications in Geneva and Helsinki.
• Unit testing for all the use cases and Functional requirements put forward for the project in Fuji and Geneva.
• Setting up Configuration Management, defining the CI classes and their relationships.
• Managing Email notifications through Tables and Workflows.
• Service Catalog (Request Item, Order guide and record producer) has been created based on client requirements. Also Workflow has been created to support the Approval workflow and task assignment.
• Implementing End-End Service Catalog items for the existing business processes.
• Created new Business Rules/Script Includes/Client catalog script/Client Script.
• Created Business rules supporting various email, notifications and also tables.
• Created data sources and loaded the Service-Now tables with different data formats.
• Worked on establishing Links to knowledge based articles on Geneva and Helsinki.
• Worked in Incident, Change and Problem enhancements and Co-coordinating with the UAT team for any improvements.

Environment: Service-Now, Fugi, Geneva, Helsinki versions, Workflows, Sub flows, Java Script, Web services, XML, HTML.

Service Now Developer/Admin

Confidential, Bellevue, WA

Responsibilities:

• Worked on identifying the users, groups, categories and following the ITIL standards while designing these solutions.
• Participated in Service-Now Quick Start Implementation process and worked with the process of implementation of Incident, Change, Problem, Knowledge and Service-Catalog.
• Developed lot of client Scripts, UI Policies, Script Includes, Business Rules across the application as per the requirement.
• Installation of BMC Topology discovery tool and configured to integrate with BMC remedy ITSM CMDB Suite.
• Communication with Business Clients and first point of contact/interface for application issues and outages between Business and Technology Team.
• Incident Management and Problem Management activities.
• Worked on enhancement of change workflows.
• Created record producer application for some teams as a special requirement.
• Worked on internal portal for accessing all the business services by using ServiceNow Content Management Application.
• Administered HI Service-Now account for scheduling cloning and applying patches for the Service-Now instances.
• Responsible for regular administration of the instances and making sure that everything is in sync between all the instances.
• Publishing new incidents in the Problem Management report and updating the same in Known Error Database and Root Cause Analysis report.
• Follow-up on tickets being raised regularly for re-occurring incidents.
• Created notifications based on user requirements and also configured inbound email actions to create incidents or requests.
• Migration of development changes is being done using update sets.
• Extensive experience in Business process analysis, requirement analysis, Use-Case analysis within Service Desk (Incident and Problem management), Change management, Change Management, Asset Management, Service Level Management and Service Request Management.
• Working with service providers to schedule changes.

Environment: Service-Now, Service Catalog, Java Script, Data Import 8.1, CSS, HTML, Asset Management, Incident Management, Web Services.

Service Now Developer/Admin

Confidential, Alpharetta, GA

Responsibilities:

• Requirement gathering for the New Server Procurement catalog item (it was later moved into phase 2 for implementation).
• Developed documentation as needed (e.g. Technical design, developer notes, etc.).
• Managed users, groups and roles in ServiceNow.
• Performed Requirement Gathering & Analysis - Understanding the requirements of the client.
• Tracking of Incident from Opening to Closure, with timely communication to business.
• Wrote business rules to avoid empty configuration items to be stored in CMDB after discovery tool runs a scheduled job.
• 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.
• Preparing Implementation Plan for every release in ServiceNow and provide Walkthrough to the entire team to execute the steps.
• Supported the team with improvising the Discovery tool and the configuring the CI's.
• Maintain integrity of the multiple instances of ServiceNow.
• Maintain the integrity of the ServiceNow tool across production and nonproduction environments.
• Coding, testing, debuging, implementing and documenting moderately complex programs.
• Worked on End to End implementation of Discovery.
• Created notifications based on user requirements and also configured inbound email actions to create incidents or requests.
• Regularly leads analysis of existing programs or works to formulate logic for new systems, devises logic procedures, prepares flowcharting, performs coding and tests/debugs programs.
• Coordinated Service Catalog options, including two-step checkout, cart controls, and variables.
• Investigated performance issues, learn troubleshooting tools, and use system logs to find issues.
• Coordinated installation of Service Now upgrades.
• Support the services that we offer and build the work flows and catalog items to support every service the network offers.
• Developed and managed the preparation of systems, test criteria and control for upgrades, service packs, new functionality, enhancements or error correction.
• Developed and improves user systems, procedures, and prepared systems documentation.
• Established and maintained effective communications with customers, other technology specialists, and vendors about services.
• Worked to develop new service catalog items and fix bugs in incident, problem and change management.

Environment: Service Now, JavaScript, Service Catalog, HTML, TCP/IP, Asset Management, Incident Management, Web Services, CSS, Windows7

UI Developer

Confidential, Cupertino, CA

Responsibilities:

• Developed design documents and provided estimates for the client requirements.
• Designed Front-end Applications using HTML, CSS, AJAX, XML, JQuery and JavaScript.
• Developed working prototypes from UI designs for cross-platform devices
• Responsible for creating the screens with table-less design meetings W3C standards.
• Worked with next-generation technologies like AJAX and JQuery to enable more efficient development and Involved in extensive HTML coding.
• Created security roles for strict control of UI elements and functions
• Applied industry best practices and standards when project requirements were lagging.
• Worked with designer who designed user interfaces and prototypes for a web-based internal system.
• Developed the front-end web page by using HTML5, CSS3, and JavaScript, taking advantage of the frameworks Angular.JS.
• Worked on front end pages that were developed in a professional manner using HTML, CSS, JavaScript, and JQUERY.
• Developed client side validation code using JavaScript and JQUERY.
• Effectively embedded whole Invoice Module utilizing Oracle Business Intelligence (BI). Under the direction of an Oracle Consultant effectively implemented JAVA executable code to create invoices and consequently send it to the respective client.
• Improved the Functionality of default Invoicing Opcodes to enhance and upgrade the general Invoicing procedure of Oracle product:
• Billing and Revenue Management (BRM). Highly included in making updates to the present website and simultaneously taking care of different projects.
• Involved in coding pages with best Search Engine Optimization (SEO) procedures.

Environment: HTML, CSS, JavaScript, JQuery, AJAX, Responsive design, Usability Testing, Agile methodology, Eclipse, Oracle.

Jr UI Developer

Confidential

Responsibilities:

• Analyzed, Designed and developed the system to meet the requirements of business users and dealing with UX team to continuously accommodate changing user requirements.
• Refactored a Templating application designed to construct data input sub-modules in HTML
• Led the development of websites for major national clients, built advanced UI frameworks for web applications, and established design patterns for rapid prototyping of websites.
• Recommended UI best practices to Technical Managers to improve the performance of the Web Application.
• Developed web pages using HTML, CSS3 and JSP.
• Developed the presentation layer using JSP, AJAX.
• Recommended UI best practices to Technical Managers to improve the performance of the Web Application.
• Built tests for the node application using mocha JS and tape JS.
• Modified UI part of applications for Artsana, Demdaco and Toyota by using HTML, CSS, JavaScript, Ajax, Json, and XML.
• Performed complete application life cycle functions from conception to final release to users including Design/Analysis, Implementation, Testing, Deployment and Maintenance.
• Designed and implemented the XML based definition and model generation engine for the UI Framework for dynamic rendering of views (server-side layer)
• Strong communication, problem-solving, and planning skills, with ability to work independently or in a team environment.
• Delivered wireframes using Axure for Colorado health plan project working with a 15-person UI team.

Environment: HTML, CSS, JavaScript, JAVA, Eclipse, JQUERY, AJAX, JSON, XML, JSP, Eclipse, SVN, J2EE.