SUMMARY:

• Around 8 years of experience in IT industry and 4 years of experience on Service Now as administrator and developer.
• Working experience of various phases of Software Development Life Cycle (SDLC) such as requirement analysis, implementation, Testing and maintaining Methodologies and good working knowledge on Software Development Methodologies like Agile Scrum, Waterfall and V - model.
• Good understanding of ITIL methodologies and the process flow of IT Help Desk and service management .
• Hands on experience in Technical implementation of various Service Now modules such as, Incident Management, Problem Management, Change Management, Asset Management, Service Catalog, Demand Management, Project portfolio Management and Configuration Management PA&R.
• Experience in Installation and Configuration of different modules of Service Now and also on Update sets .
• Expertise with creation and configuration of Service-now Applications, Modules, Business Rules, Client Scripts, UI Policies, UI Actions, Work flow engine, notification engine.
• Expertise in creation of Service Catalogs and advanced workflows in Service Now.
• Experience in importing data from various data sources using Import Sets and Transform Maps .
• Good experience in developing and customizing the applications in Service Now using Java script, AJAX, HTML and DHTML.
• Experience in UI customization like creating new fields on the forms, configuring UI Policies, Access Controls, using.
• Knowledge in Design and development of CMDB (Configuration Management) in Service Now, Asset Management Business Services and Configuration item relationships.
• Develop solutions in the Service Now platform that are sustainable and ITIL compliant, identify and define business solutions for ITIL users.
• Experience on configuring Service Now Discovery and Orchestration.
• Experience on HR Case Management and HR Knowledge Management.
• Hands on experience in redesigning the portal page using the Out of the Box portal features.
• Functional knowledge and implementation experience of IT Service Management ( ITSM ) frameworks and demonstrated project management skills and experience working directly with Customers and Clients.
• Experience on designing SLA/OLA definitions and also involved in LDAP SSO integration.
• Provided requested enhancements to the existing Service now applications and also involved in integrating with third party applications and data sources .
• Understanding of the ITIL business process and maintain service level agreement ( SLA ) and monitor an SLA workflow .
• Support and develops Web Applications depending on client requirements using Bootstrap and Angular JS JavaScript frameworks.
• Experience in creating Email Notifications Inbound emails actions and update sets for service requests.
• Great experience on Fuji and Geneva .
• Experience in enhancing the Service Now functionality by customized java script code to support the new business needs.
• Strong technical background and excellent interpersonal skills with an ability to interact with individuals Confidential all levels.

TECHNICAL SKILLS:

ITSM Tools: Service Now, ITSM suite

Languages: C, C++, Java, J2EE

Web Technologies: HTML, Java script, CSS, XML.

Operating systems: UNIX/LINUX, Mac-OS, Windows

Databases: SQL Server 2008/2012, Oracle 10g

Developing Tools: Visual Studio2010/2013.

Software Methodologies: SDLC, Scrum/Agile, Waterfall

PROFESSIONAL EXPERIENCE:

Confidential, Miami, FL

Service Now Developer

Responsibilities:

• Working with the client and functional requirements within Service Now.
• Design and implementing new functionality using Business Rules, UI Policies and Access Lists, UI Actions, Script Includes etc.
• Facilitating rollout of new applications and modules.
• Created various workflows for Incident Management, Change Management, Request Management, Service Requests.
• Added guidelines on updating incident records by each involved group with progress and resolution details.
• Provided access control on the user table for the end users in the Service Portal.
• Maintaining the Service portal for all user interfaces.
• Worked on creating reports for different Service Level Agreements within the organization.
• Development of Service catalog which includes creating new catalog items, designing workflow and execution plans.
• Involved in Cloning activities like raising the request for cloning and excluding some tables to not come under cloning.
• Designing the content management system for Varian system which involved layout, CSS and Service Catalog work.
• Migrated the data from internal Service Now tools using import sets into the Portal.
• Configuring and scheduling the SLAs for various ITIL process and for various tickets in Service Now.
• Collecting data about these applications used in business services using Service Mapping.
• Developing and improving user systems procedures, and prepares system documentation.
• Worked on upgrading version from Geneva to Helsinki version of Service Now.
• Implemented modules like HR Management and Asset Management in Helsinki Version of Service Now.
• Coordinated Service Catalog options, including two step check out, cart controls, and variables.
• Created business applications that extends task table using Platform Run time (Create Now).
• Created notifications based on user requirements and also configured inbound email actions to create incidents or requests.
• Worked with Incident Management application, Problem Management, Change Management applications in escalating issues, logging, catering, diagnosing, resolving, monitoring and reporting in Service Now.

Environment: Service Now (Helsinki), ITIL, Java Script, Jelly Script, XML, CSS, Service Portal, Incident, change management.

Confidential, Mason, OH

Service Now Admin

Responsibilities:

• Working with UI pages, UI Policies, workflow and Core Configuration .
• Upgraded to Helsinki and worked on service catalog configuration.
• Worked on Geneva version of Service Now and 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 .
• Created Data Sources from various external applications, scripts to parse incoming data and transform into Service Now using Import sets.
• Responsible for managing data with Import Sets Tables and Update Sets .
• Providing technical mentoring and guidance to development team members to embed culture of delivering high-quality solutions.
• Providing feedback for improvements in development process and guidelines.
• Designing, configuring and customizing Service Now platform to implement/sustain the following modules: Incident Management, Problem Management, Change Management , Knowledge Management, HR Case Management , Service Portal.
• Supporting the team responsible for the implementation and administration of the Service Now installation, including managing system configurations, gathering and documenting user and process requirements, developing workflow customizations, and performing quality assurance testing and user acceptance testing.
• Worked on Service Now Discovery application to explore connected devices configuration, provisioning and current status and updated CMDB accordingly.
• Responsible for designing, configuring and customizing Service Request Management/ Release Management/ Asset Management/ Service Catalog/ custom reporting .
• Worked on designing SLA/OLA definitions and also involved in LDAP/AD, E-Bonding integration.
• Experience in developing web pages using Java Script, HTML, XML, and AJAX .
• Ensured project scope and objectives are accomplished within the prescribed time frame.
• Worked on Project portfolio Management module in creating new portfolios and adding relative projects.
• Created different catalog views for different user group.
• Investigate performance issues, troubleshooting tools, and use system logs to find issues.
• Installed MID Servers on remote desktop and conducted tests required for Discovery.

Environmen t: Service Now ( Geneva ), Change Management, Incident Management, ITIL, SQL, Export/Import, XML, Java script , Jelly Script , CSS, Service Now module testing.

Confidential, Jacksonville, FL

Service Now Admin/Developer

Responsibilities:

• Working with process owners and business stakeholders to translate business requirements into functional requirements within Service Now.
• Worked on Fuji version of Service Now and facilitating rollout of new applications and modules such as Demand management.
• Perform day to day administration of Service Now instances, including changes to process, workflows and items, building reports, managing data, personalizing lists, content management .
• Worked on cloning the instances for conducting accurate testing.
• Worked on Personal Tasks application for managing the list of tasks efficiently to reflect the projects.
• Worked on extracting data from different modules in the Service Desk application like Caller, Incident, Knowledge Base, SLA .
• Design, prototype, implement, and test technical solutions for Service Now implementations.
• Develop custom integration components ( SSO, LDAP , etc.) and integrate legacy systems with Service Now using mid-server, web services, email and other relevant technologies
• Identify system deficiencies and recommend solutions.
• Created new Business Rules/Script Includes/Client catalog script/Client Script using JavaScript.
• Worked on Integration of Service Now using LADP, MS active directory, ADFS .
• Worked on File builder to generate file to accommodate file based integration.
• Worked on Inbound and Outbound Integrations .
• Configured multiple forms for Asset module using Configuration Management Database.
• Developed Service Catalog items based on the requirement provided by the stakeholders.
• Resolving typical Users access and roles issues by checking active directory and users table.
• Created notifications based on user requirements and also configured inbound email actions to create incidents or requests.
• Creating database views to pull the reports on variables which are being used customers.
• Handled the subset and functionality of Mobility app in Service Now.
• Create and use update sets to move customizations between Service Now instances.
• Perform installation and testing of vendor-provided updates and new releases.
• Develop, Document and publish Change Management process and functions, managed all Change Management Information (Service Now) .

Environment: Service-Now ( Fuji ), Asset, change Mgmt, CSS, HTML, Web Services, CMDB, MS SQL server 2008, AngularJS, Ajax Service Oriented Arch, Web Services, File builder, Service Now Module Testing.

Confidential, Seattle, WA

Service Now Developer

Responsibilities:

• Creation of Incidents and Service Requests for the supported applications, first point analysis on tickets and assigning them to L2/L3/other service lines based on the scope.
• Tracking of Incident from Opening to Closure, with timely communication to business.
• Communication with Business Clients and first point of contact/interface for application issues and outages between Business and Technology Team.
• Worked on Testing Tools to automate the Testing performed on an instance.
• Worked on core configuration and managed the changes like Forms and Lists, Navigation, UI, Search, Time and performance, Plugins.
• Worked on cloning the instances for conducting accurate testing.
• Creation and Estimation of efforts for software change requests or enhancements.
• Team Progress Tracking and also Providing technical mentoring and guidance to development team members to embed culture of delivering high-quality solutions
• Coordinated service catalog options, cart controls and variables.
• Created various Crystal Reports such as Monthly reports, SLA Reports etc., on Demand as well as Scheduled reports.
• Worked on Project portfolio Management module in creating new portfolios and adding relative projects.
• Investigated performance issues, use troubleshooting tools and system logs to find issues.
• Worked on Scripted REST API s to build web service APIs
• Created and modified multiple Workflows and integrated them into applications.
• Involved in migrating an application and also used updated sets for migrating any customization between instances.
• Responsible for monitoring Incident Management and Problem Management activities.
• Reviewing SLA performance and recommend corrective action.
• To follow up on escalations and issues with clients and management and prepare outrage reports.
• Performing and communicating Daily health checks to Management across Clients.
• Publishing new incidents in the Problem Management report and updating the same in Known Error Database and Root Cause Analysis report .

Environment: Service-Now, Remedy ARS 8.x/7.x, Remedy ITSM 8.1, Service-Now Orchestration, Discovery Tool, Remedy Migrator 7.6, Remedy Data Import 8.1, Crystal reports 2008/9.x, BIRT 2.5.1, SRM 7.6, MS SQL server 2008, JavaScript, HTML and Rest/Soap/XML.

Confidential

Java Developer

Responsibilities:

• Involved in various phases of Software Development Life Cycle (SDLC) of the application like Requirement gathering, Design, Analysis and Code development.
• Experience on Developing Use case diagrams, Object diagrams, Class diagrams, and Sequence diagrams using UML.
• Experience on Microsoft Vision for developing the Use case diagrams and architecture diagrams of the banking application.
• Developed presentation tier as HTML, JSPs using Struts Framework implementing validations.
• Used Web services - WSDL and SOAP for getting credit card information from third party vendors.
• Used Hibernate Framework to access backend database Oracle 9i.
• Used JAXB parser for parsing the valid xml files as defined by the XSD.
• Exposed the web service using the JAX-RPC service end point.
• Designed and implemented XML parsing for XML Order Confirmations.
• Used JMS API for asynchronous communication by putting the messages in the Message queue.
• Developed various design patterns like Front Controller, Data Transfer Object, Value Object, Business Delegate, Service Locator, Session Faade, and Data Access Object.
• Created database pool, multi-pool, data source, domain, realms and mapped them to roles.
• Designed various tables required for the project in Oracle 9i database and used the Stored Procedures in the application.
• Performed unit testing using JUNIT framework and used Struts Test Cases for testing Action Classes.
• Deployed the application on JBoss.
• Monitored the error logs using Log4j and fixed the problems.
• Developed the different components of application such as JSPs, Servlets, and EJBs using WSAD and used CVS for version control.

Environment: Java, J2EE, JSP 2.0, Struts2.0, Hibernate, JMS, JNDI, HTML, XML, DOM, SAX, ANT, Rationale Rose, WSAD5.1.2 (WebSphereStudioApplicationDeveloper), JUnit, JBoss Application Server, LOG4J, Oracle 9i.

Confidential

Java Developer

Responsibilities:

• Reviewed technical architecture, design documents, and traceability matrix to validate that the project is designed to meet business requirements.
• Implemented mail alert mechanism for the users when their selection criteria are met.
• Developed client side testing/validation using JavaScript .
• Preparation and execution of unit test cases. Reviewing and committing the code changes done by other team members.
• Used MVC Architecture (Struts) with J2EE standards.
• Designed and developed front end using JSP, struts, AJAX, XML, JavaScript .
• Design and development of Action & Form objects as part of Struts frame work.
• Used Stored Procedures to crunch data and creating view for fetching data from multiple tables on MS SQL Server .
• Used MySQL database and Eclipse IDE .
• Creating Design Documents for requirements.
• Used versioning tools like SVN and tracked defects using JIRA .

Environment: Groovy Script, Core Java, Jira, SVN, Struts 1.x, SOAP Web Services, UDDI, WSDL, EJB 2.1, UML, HTML, JSP, JUNIT, XML/XSLT, JavaScript, MySQL .