PROFESSIONAL SUMMARY:

• Overall 8 years of professional IT experience and 4+ years of experience in ServiceNow platform as both Developer and Administrator.
• Configured Applications using Service - Now tool used in ITIL Management. Strong understanding of ITIL V3. Deep functional and technical knowledge of the Service Now platform as well as experience delivering medium to large-scale Service Now implementations.
• Experience in Installation and Configuration of different modules of Service-Now.
• In-depth knowledge of the technical implementation of Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management, Reporting, Discovery and Integrations.
• Strong experience in JavaScript.
• 4+ years of experience in SaaS software configuration and development using Web Services and Simple Object Access Protocol, XML/RPC, and AJAX.
• Functional knowledge and implementation experience of IT Service Management (ITSM) frameworks and demonstrated project management skills and experience working directly with customers and clients.
• Experienced in all phases of Software Development Life Cycle (SDLC), quality management systems and project life cycle processes.
• Extensive experience in activities related to SFDC Configuration like Creating Roles, Profiles, Email Services, Page Layouts, Workflow Alerts and Actions, and Approval Process.
• Extensive experience in activities related to SFDC Development like creating visual force page, and creating business logic using apex.
• Involved in Data Integration and Migration with the existing Legacy systems using data loader.
• Experienced in complex transform scripts in transforming the data into the SNOW database.
• Configured LDAP Server, for pulling user and group data from Active Directory.
• Expertise in doing CMDB bulk data, load data reconciliation with the help of transform map and transform script.
• Extensive experience of integrating Service Now with 3rd party tools and implantation of SOAP and REST API.
• Experienced in different custom applications for automating the business processes of customer.

TECHNICAL SKILLS:

ITSM Tools: Service Now,Berlin/Calgary/Dublin/Eureka/Fuji/Helsinki, Manage NowLanguages: SQL, PL/SQL, XML, Shell Scripting, JavaScript, AJAX,

Database: Oracle 8.x/9i/10g/11g, SQL Server 2000/2005/2012, MySQL 5.0/4.1, MS Access, DB2Operating Systems: Windows, Unix, Linux

Tools: Quest TOAD, OEM, SQL Developer, PL/SQL developer, SQL*Plus, SQL*Loader, Crystal Reports 10, Crystal Enterprise XI, Business Objects, ERwin, MS Office, MS Visio WINSQL,BMC CMDB

PROFESSIONAL EXPERIENCE:

Confidential, CO

ServiceNow Developer/Admin

Responsibilities:

• Involved in analysis of end user requirements and business rules based on given documentation and worked closely with tech leads and Business analysts in understanding the current ServiceNow system.
• Developed solutions in the service-now platform that are ITIL V3compliant and defined business solutions for ITIL users.
• Designed and implemented new functionality using UI Policies and Data Policy.
• Worked with business analyst to create and modify Service Catalogs and Request Workflow Designs.
• Designing the Content Management System for Varian system which involved CSS and service catalog work.
• Responsible for creating various workflows for Incident Management, Change Management, Service Requests and SLA's.
• Has been part of end user self-service portal management.
• Configured end to end process for Knowledge management, and worked on the knowledge Centered Support (KCS) plugin.
• Worked on creating users, roles, groups and load the data to service-now objects using import sets on daily, weekly, monthly and on request basis.
• Configured LDAP Server and LDAP Listener for updating the user and group table record.
• Responsible for creating homepages including basic reporting, gauge configuration and dash board presentation.
• Involved in running the daily and weekly jobs to push the data into the application using Import Sets and Transform Maps.
• Generating weekly reports and metrics for IT management.
• Configured metrics for indicating KPI of the Industry in different measure.
• Created many standard workflows which are being re-used and propagated.
• Documented business processes, functional requirements and conduct information flow analysis and process modeling within and across multiple business streams.
• Maintain the integrity of the service-now tool across production and non-production environments.
• Provide training on service-now process, operations and capability to all required teams.
• Involved in production support for all the Service-Now related issues.
• Integrated Twilio with ServiceNow for Voice Alert Notification using REST API.
• Configured Scheduled Data Import for importing data files from remote server location by SFTP/FTP.
• Integrated Microsoft SCCM with ServiceNow for pulling the entire configuration item into ServiceNow.
• Designed the layout, CSS, dynamic content for the End User Self-Service Portal design.

Environment: ServiceNow Eureka/Dublin, Windows 11, XML, Oracle 11g, Toad, SQL*Plus, SQL*Loader, UNIX.

ServiceNow Developer/Admin

Responsibilities:

• Communicating with end users, identifying their difficulties and changing the applications as per their requirements.
• Created various front end forms, and associated Client Scripts, UI policies, including advanced customizations that require modification of UI Pages/Macros.
• Configured UI Page and UI Macro using the Jelly and JavaScript.
• Managed end user portal and created dynamic, static block for the content management system.
• Implemented best practice of ServiceNow Scripting, which enhanced the System performance.
• 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, ServiceNow 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.
• Managed all Change Management Information (ServiceNow). Configured multilevel approval workflow for the change request.
• Implemented Risk Management for the Risk evaluation of the change Request associated with the Configuration Item.
• Managing ServiceNow (Change Management) ITIL Automate and standardize business processes for all Go-Lives. Consolidating all global IT to a single system of record.
• Involved in daily, weekly and monthly meetings with client on the work progress and discussions on the upcoming work.
• Responsible for Development Team Performance and involved in grooming & mentoring team members on various processes.
• Did performance tuning of the ServiceNow and also worked on System Diagnosis.
• Integrated Microsoft Translator with ServiceNow for translating the different string.

Environment: ServiceNow Berlin/Calgary,Windows10, Oracle 11g, WINSCP, SQL*Plus, JavaScript, Unix, Linux.

ServiceNow/Report Developer

Responsibilities:

• Worked with process owners and business stakeholders to translate business requirements into functional requirements within ServiceNow.
• Use JavaScript to create Business Rules, Client Scripts, UI Policies and UI Actions.
• Created various workflows for Incident Management, Change Management, Service Requests and SLA's.
• Assist in the import of configuration and asset data.
• Implementation, customization and configuration of different Service Manager Modules like Change Request, ESS, Service Desk, Service Catalog, Problem and SLM.
• Working on Report, dashboard designing.
• Defined SLA, OLA and Contract for the customer.
• Configured SLA workflow for the advance SLA configuration.
• Developed automated mappings to schedule the load of flat files on daily, weekly and monthly basis.
• Involved in testing Service-Now form and reports for correct mapping of the objects and data correctness.
• Prepared documentation for requirements, design, installation and unit testing and system integration of Service-Now.
• Trained all the users of the reports on using Info View and exporting reports to various formats.
• Designed, developed, and maintained the report portal which provides user access to scheduled reports and report parameters.
• Provided user training, guidance and instructions for information retrieval from Oracle databases.
• Involved in testing reports for correct mapping of the objects and data.
• Worked in production support for all the Service-Now and report related issues.
• Involved in basic SOAP message creation and Web service implementation.
• Implemented Social IT and Chat Application for the end user support.

Environment: ServiceNow Berlin, Business Objects XI R2, Oracle 10g, SQL Server 2005, UNIX.

PL/SQL/Report Developer

Responsibilities:

• Coordinate with the application team (Java developers) to provide them with the necessary Stored Procedures, functions and packages (Stored Procedures, Functions, Cursors, Ref cursor) and the necessary insight into the data.
• Resolved functional issues in business processes through enhancements.
• Converted business logics to logical and then physical design of database systems.
• Performed tuning and optimization on SQL queries using analyze, explain plan, TKPROF utility, SQL Trace and optimizer hints.
• Extensively used SQL*Loader to load data from flat files obtained from various facilities every day.
• Generated server side PL/SQL scripts for data manipulation and validation and created various materialized views, global temporary table.
• Generated scripts for creation of new database objects like tables, views, sequences, functions, synonyms, indexes, triggers, packages, Stored Procedures, roles and granting privileges.
• Handled PL/SQL compile-time, runtime errors, and debugging Stored Procedure for business logic modification, granting and revoking Schema Object privileges and roles, responding to system events through triggers.
• Used nested tables, varrays /associative arrays, string indexed, nested collections; wrote PL/SQL programs using collections and compared associative arrays to collections.
• Involved in data loading using PL/SQL and SQL*Loader, external tables and Kron jobs calling Unix (AIX) scripts to download and manipulate files.
• Developed automated Korn Shell Scripts to schedule the load of flat files on daily, weekly and monthly basis.
• Responsible for gathering the requirements for creating data models for data analysis and reporting.
• Developed cross tab reports, sub reports by using Crystal Reports version XI.
• Performed integration testing for checking complete functionality of various modules.
• Participated in daily status meeting to report any bugs, issues and risks.
• Provided 24*7 production supports for complex modules.

Environment: Oracle 10g, SQL*Loader, TOAD, PL/SQL, SQL*Plus, ER win, Crystal Reports XI, SQL Server 2005, APEX, UNIX, Perl, Clear Case (Version Control), Clear Quest, Windows 2000/XP.

Confidential

PL/SQL Developer

Responsibilities:

• Developed PL/SQL Packages, Procedures and Functions for Various Extract Process run through UNIX Jobs.
• Coded PL/SQL Packages and Procedures using Bulk Binding, for all Statements, Dynamic SQL and Cursor Variables.
• Tuned PL/SQL Packages and Procedure to manipulate large no of data using collections like nested tables and arrays.
• Tuned Large Complex Queries and Improved Performance of PL/SQL procedures.
• Created Schema Objects like Tables, Views, Materialized views, Sequences, Constraints, and Indexes.
• Developed and Deployed Traders Oracle REPORTS in Oracle Application Server 9i.
• Generated Oracle FORMS and REPORTS using Designer 6i.
• Designed and Developed Reports using Oracle Discoverer 9i.
• Improved Performance of Discoverer Reports using Materialized views.
• Developed UNIX Shell Scripts for Autonomous Jobs.
• Experience in developing logical and physical database design, data modeling using Erwin.
• Provided Productions supports and ongoing user supports for the application.
• Designed Development Documentation and Support Documentations.

Environment: Oracle10g, Oracle FORMS/REPORTS (10g), Designer10g, TOAD, Oracle Application Server 9i and UNIX.