SUMMARY

• 8+ years of experience as IT professional with over 5 years of experience inServiceNowAnalysis, Development, Maintenance, Support and Administration.
• Experience in ITSM Suite of applications using ITIL V3.
• Wide range of implementation experience with many global clients in theServiceNowsuite development including SOAP/REST integration, Discovery, Service Catalogs, Business Rules, Update sets, Workflow.
• 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 RUP, Agile Scrum, Waterfall and V - model.
• Web development experience with HTML, JavaScript and CSS, working with various aspects of WebServices likes WSDL.
• Experience on Networks, Web applications, Email (SMTP, POP3) and protocols.
• Excellent Client interaction skills and proven experience in working independently as well as in a team.
• Exceptional ability to quickly master new concepts and a proactive team player with good analytics.
• Experience in the fields of Client Scripting using different scripting languages like HTML, JavaScript, and CSS.
• Experience in migrating configuration between various environments inServiceNowusing Update Sets.
• Experience in implementing various IT Service Management processes like Incident Management, Change Management, Problem Management, Knowledge Management, Configuration & Asset Management, Service Catalog, and Release Management with extensive knowledge on Content Management System.
• Experience in Service Management and Service Delivery Process. (ITIL Frame Work).
• Strong understanding of ITIL V3. Deep functional and technical knowledge of theServiceNow platform as well as experience delivering medium to large-scaleServiceNowimplementations.
• Created and configured new Applications in Service-Now and customized the applications using BusinessRules, Client Scripts, UI Actions, UI Policies, External Data load using Transform maps, etc., as part of new application roll outs of Infrastructure Management.
• Good understanding and hands-on Glide Forms, Records, Scratchpad, AJAX and Glide System used in UIActions, Business Rules, Client Scripts.
• Good understanding of Helpdesk / Service Desk and hands-on experience of employee Self-service Portal (SSP) customizations.
• Worked on UI Pages, UI Macro, Scheduled Jobs, Script Includes and Events.
• Ensure that technical designs meet functional design requirements as well as maintain the integrity and sustainability of the application.
• Experience in loading data from upper environments to lower environments intoServiceNow instances usingImport Sets.
• ConfiguredServiceNowtool for the defined processes. Design and develop scripts for any customization required. Supporting Power shell scripting in workflows.
• Worked onServiceNowITSM solutions to give end to end visibility into ITIL processes and infrastructurethrough a single system of record.

TECHNICAL SKILLS

ITIL Tools: ITSM, ITIL, Service Now, CMS, SCR, SAM, SMTP, SSO and LDAP

Programming Languages: C, C++, Java, ASP.Net(C#), JEE, SQL, PL/SQL, ADO.NET

Software Methodologies: SDLC, Waterfall, Agile, XP, Scrum Databases: Oracle 10g, MySQL

Database Tools: SQL Client, TOAD, SQL Developer

Web/Application Servers: IBM Web Sphere 6.x, Web Logic 10, Apache Tomcat IDE's: Eclipse, Net Beans, TOAD

Version Control Tools: CVS, SVN

Tools: and Packages: Rational Rose, Ant, Maven, Log4j, TOAD, MS Office, Dreamweaver

PROFESSIONAL EXPERIENCE

Confidential, Columbus, OH

Servicenow Developer

Responsibilities:

• As a part of support activity resolve incidents by provided with proper root cause investigation.
• Perform day to day administration of the Service-Now tool Maintain business services and configuration item relationships in Service-Now tool and upgrade to Helsinki.
• Develop and manage application code, user interface, and third-party integration components.
• Develop necessary development documentation as needed (e.g. technical design, developer notes, etc.). Manages users, groups and roles.
• Worked on ServiceNow scripts by using JavaScript also used Angular JS for creating UI Scripts.
• Performs core configuration tasks including System policies, Business rules and Client scripts.
• Manages data with Tables, the CMDB, Import Sets, and Update Sets.
• Strong skill set in the Service Now suite development including SOAP/REST integration, Web services, Discovery, Workflow, CMDB.
• Designed many email templates by using html and jelly scripting and used them in notifications.
• Creates Workflow activities and approvals. Implement new workflows that use a variety of activities to understand how records are generated from workflows.
• Performs migration activities (Dev to QA, QA to Prod).
• Proficiency in JavaScript, HTML, XML, Jelly Scripting, Web Services.
• Created inbound actions for creating the tickets through Email.
• Demonstrated the stakeholders about the connect support in Helsinki and configured different chat queues. Construction of UIs using jQuery, Bootstrap and JavaScript.
• Cloned out of the box widgets and embedded them on portal in order to achieve certain functionalities.
• Coordinates Service Catalog options, including two-step checkout, cart controls, and variables
• Investigate performance issues, learn troubleshooting tools, and use system logs to find issues
• Coordinates installation of ServiceNow upgrades and/or service packs. Develops and manages the preparation of systems, test criteria and control for upgrades, service packs, new functionality, enhancements or error correction.
• Develops and improves user systems procedures, and prepares systems documentation.
• Establishes and maintains effective communications with customers, other technology specialists, and vendors about services.
• Developed Service Catalog items based on the requirement provided by the stakeholders.
• Coordinated Service Catalog options, including two-step checkout, cart controls, and variables
• Created notifications based on user requirements and also configured inbound email actions to create incidents or requests.

Environment: Servicenow, ITSM, ITIL, SSO and LDAP, JavaScript, JSON, Prototype, Web services, SOAP, SQL, XML, HTML, iFrames, AJAX, Shell scripting, Log4j, Integrations, Cloud services, SCRUM.

Confidential, Columbus, OH

Servicenow Developer

Responsibilities:

• Worked with client and functional requirements within Service Now.
• 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.
• 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.
• Created transform maps for importing CMDB data, automatic field service mapping and scripting.
• 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.
• Imported Active Directory to Service now using data sources.
• Critical Incident reporting using automated SMTP outbound Email notifications.
• 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.

Environment: Service Now, Asset Management, Incident Management, Problem Management, HTML, JavaScript, CSS, CMDB, SMTP, ITIL.

Confidential, Battle Creek, MI

Servicenow Developer

Responsibilities:

• Communicating with end users, identifying their difficulties and changing the applications as per requirements.
• Worked on creating various front end forms, and associated Client Scripts, UI policies, including advanced customizations that require modification of UI Pages/Macros.
• Designed Workflows, along with standard Workflow templates which can be reused.
• Implemented Service Now 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.
• Involved in Preparing Implementation Plan for every release in Service Now and provide Walkthrough to the entire team to execute the steps.
• Implementation of Software and Change Management, Service Now Change Management, Incident Management.
• Communicating with the end users and understanding the difficulties and as per that improving automation and efficiencies in Service Now.
• Involved in production support for all the Service-Now tasks.
• Involved in daily, weekly and monthly meetings with client on the work progress and discussions on the upcoming work.
• Responsible for creating homepages including basic reporting, gauge configuration and dash board presentation and worked on protocols and email.
• Maintain the integrity of the service-now tool across production and non-production environments.

Environment: Html, CSS, JavaScript, Angular JS, Glide Script, Service-Now, POP3

Confidential

Servicenow Developer

Responsibilities:

• Worked with clients to assess current state processes and tools, defined Service Now requirements and developed and configured the Service Now platform.
• Worked on CMDB and Asset management, Performed Data migration to import data from other applications and external databases.
• Worked on various modules of Service Now like Incident management, Change and problem management, Service Catalog, User Administration, Reporting and Discovery.
• Created various front end forms, and associated Client Scripts, UI policies, including advanced customizations that require modification of UI Pages/Macros.
• Designed Workflows, along with standard Workflow templates, which can be reused.
• Strong knowledge of the background scripting, server side scripting Business rules and Script Includes.
• Created Data Sources from various external applications, scripts to parse incoming data and transform into Service Now.
• Developed reports as per requirements from management.
• Documented all implementations and best practices defined within team.
• Trained Service Desk team and organized meetings to review content and testing efforts for testing in UAT for quarterly releases.
• Developed new service catalog items and fix bugs in incident, problem and change management.

Environment: ServiceNow, JavaScript, jQuery, Jelly, HTML, XML, CSS, LDAP, SSL, Windows.

Confidential

Software Developer

Responsibilities:

• Worked on detailed design and coding. Created a distributed networking application which used Stop-and-Wait protocol, two-way handshake encryption to transfer data reliably over User Datagram Protocol.
• Implemented the validation, error handling and caching framework with Oracle Coherence cache.
• Developed the interactive user interface using jQuery, JavaScript library.
• Worked on developing the GUI using HTML, CSS and JavaScript (jQuery).
• Worked on implementing Webpages on the website using Code Igniter framework.
• Used Hibernate for database connectivity.
• Developed SQL scripts for data migration.
• Collaborated with one team member on design, analysis, coding, testing, and website review.
• Used Hibernate 3 framework with spring framework for data persistence and transaction management.

Environment: CSS 2.1, HTML3, XHTML 1.0, Java6, Hibernate 3, MySQL 5.5, Windows XP.