SUMMARY

• 9+ years of extensive experience in Application Support & Maintenance (ASM) with over 4+ years of experience as a ServiceNow Consultant.
• Working experience of various phases of Software Development Life Cycle (SDLC) such as Design, Code Construction and Testing Methodologies and good working knowledge on Software Development Methodologies like Agile Scrum, Waterfall and V - model.
• Hands on experience on various IT Services of ServiceNow modules like Incident, Change, Problem Management, SLM, SCRUM, Configuration Management Database, Asset Management, Content Management, Knowledge Management, ServiceNow Administration, Reporting, Integration with Web Services.
• Wide range of implementation experience with many global clients in the Service Now suite development including SOAP/REST integration, Discovery, Service Catalogs, Business Rules, Update sets, Workflow.
• Web development experience with HTML, JavaScript and CSS, working with different aspects of Web Services likes WSDL.
• Good experience in application development using Java/J2EE, JSP, Struts and spring.
• Immense knowledge about the concepts like LDAP, MID Servers, Workflow administration, Reporting, Form/UI configurations, Notifications, data imports, custom scripting.
• Familiar with the concepts of CMDB and Asset Management Services: Business Services and Configuration item relationships.
• Administration and Production support in ServiceNow environments.
• Implementation experience and functional knowledge of ITSM and ITIL frameworks.
• Experience with rational databases such as MS SQL, Oracle.
• Knowledge and experience to deliver end-to-end methodologies within ServiceNow, which includes architecting technical implementation of IT Infrastructure Library (ITIL) processes, organizing and prioritizing development effort, interfacing with vendors and management, and coordinating effort of administrators.
• Experience in handling offshore team, interface component teams & other stake holders.
• Have successfully handled many minor & major releases, coordinating with triage, release & change management team.
• Have experience handling on call support (24/7), working on P1/P2 service impacting issue for many business critical applications.
• Have part of auditing team for client security compliance and participated in SOX audits.
• Key member in providing enhancements & performance improvement suggestions leading to monetary savings and service improvements.
• Experience in scripting (Shell Scripting, Perl) proactive monitoring tools and in Java programming to identify abnormal behavior to contain service impact and for reporting.
• A highly motivated and ambitious individual able to give timely and accurate advice, guidance, support and training to team members. Possessing excellent technical & management skills and having ability to work with the minimum of supervision whilst leading a team.

PROFESSIONAL EXPERIENCE

Confidential, San Francisco, CA

Sr. ServiceNow Developer

Responsibilities:

• Involved in gathering the requirements from the business team and writing the technical design documents
• Implementation of Custom Applications, Modules, Tables and Views as per client's requirement.
• Customization of form design and layout for various ITIL process for Incident Management, Problem Management, Knowledge Management, Change Management, Asset Management and Service Catalog.
• Set up the SLA for the various ITIL processes as per the requirement.
• Involved in various ServiceNow customizations as per client's requirement.
• Experience in Deployments and clone the instances.
• Involved in solving tickets in PROD and played as an Admin.
• Worked on loading the data into ServiceNow using import sets.
• Experience in configuring email notifications in ServiceNow.
• Involved in redesigning the workflows using ServiceNow workflow editor.
• Contribute to technical discussions, and be involved in the decision making process with other senior engineers to resolve product issues.
• Configured and customized Change form.
• Worked on the escalation process and added tables to Search engine.
• Involved in Development and configuring the Business Rules, Client Scripts, UI Policies, Data Policies, UI Actions, UI Policies in the ServiceNow.
• Created Record Producers, Order Guides and Catalog Client Scripts, Catalog items and Work flows.
• Used Team Development Module to move the updates between the instances.
• Great knowledge and experience on Dublin, Eureka and Fuji.
• Gathered requirement from users for attributes needed to develop Service Catalog items.
• Great experience in Agile and Scrum Methodologies.

Confidential - Charlotte, NC

ServiceNow Developer

Responsibilities:

• Performed configurations and customizations of ServiceNow applications like Service Catalog, Incident and Change. Involved in working and developing of ServiceNow plugins and customizations.
• Worked on Glide Ajax and Glide Records for scripting and UI actions.
• Maintained and administered the implemented instance of ServiceNow and performed tasks such as Configuring Users, company, site, location and other existing fields, Support Groups, assignment rules, categorizations, CI data, SLA etc.
• Created and Tracked support cases with ServiceNow. Created a lot of client's scripts/UI policies also with a lot of high-level customizations like attaching a custom event and DOM-injection with JQuery and Prototype.
• Worked across IT and other Operations Divisions to design, develop, and implement ServiceNow solutions consistent with customer requirements.
• Contributed to the architecture and technical aspects of the ServiceNow implementation and operation project, independently making project related decisions, provides project status reports to project sponsor.
• Involved in configuring and maintaining BMC Remedy Foundation Data.
• Performed integrations and process automation using ServiceNow Orchestration.
• Working knowledge on Single Sign on (SSO) and event based integrations.
• Hands-on experience in writing jelly script to create web pages from a high-level page description using templates from the existing library.
• Created Business Rule, UI Action by using Glide Script.
• Worked on LDAP integration to update the users and groups.
• Thorough understanding of ITIL/ITSM processes.
• Performed system and integration testing with sample and live data.

Confidential

Technical Lead

Responsibilities:

• Providing support for development team in identifying and providing fix.
• Proactively identifying issues raising appropriate incidents and defects with possible investigation details for provide permanent solution.
• Communicating with Change and Release management to schedule releases and ensuring the availability of patches.
• Impact analysis for the proposed designs by System & E2E Designers.
• Maintenance and administration of production applications.
• Estimating the business impact in case of issues in production environment and providing alternate solution to minimize the impact.
• Guiding & supporting the team members in their daily activities to provide their best.
• Implementation of workarounds in Java/Clarify/Shell Scripting/SQL/PLSQL for ASG and PSG Teams.
• Designing and developing java based Clarify process for fault progression.
• Developing scripts in UNIX to automate work around to reduce the manual effort where ever required/possible.
• Developing wrapper clarify classes to test and replicate the scenarios in test environment.
• Ensuring that all the incidents are handled within SLA.
• Ensuring 100% availability of the application and keep the DR site up to date.

Confidential

Lead Engineer

Responsibilities:

• Worked along with developers in designing and developing the application to the requirement.
• Proactively worked to identify defects and fix them while minimizing the business impact.
• Works with the team and key stakeholders to set the key goals and major objectives.
• Responsible for organizing, facilitating and ensuring follow-up action on issues raised in the meeting.
• Keep team members and stakeholders informed of key developments, program decisions, issues, and changes to the project and the project plan
• Preparing the test script and testing the code in Reference test platform.

Confidential

Member Technical Staff.

Responsibilities:

• Worked on 21CN BT products to ensure customer applications are working appropriately.
• Extensively worked on Clarify CRM and involved most in T2R process.
• Involved in support and maintenance 21CN Neo applications.
• Proactively working on Incidents, Service Requests and Problem Requests.
• Monitoring production system, which involves WebLogic monitoring for managed servers, JMS queues and application monitoring.
• Involved in scheduling and implementation of Change Requests.
• Communicating with Release managers, working closely with product developers in resolving the issues and understanding the functionality.