PROFESSIONAL SUMMARY:

• 8 + Years of strong IT experience in Software Design, Development, Analysis, Testing and Implementation.
• Expert in ServiceNow with 4+Years of experience on implementing end - to-end Service Catalog , Incident Management , Configuration & Asset Management , Change Management , Release Management and Service Portals with extensive knowledge on Integrations.
• ServiceNow experience in Implementation, design, development, documentation, deployment, and post- production support following Software Lifecycle using SDLC SCRUM
• Developing JavaScript and configuring workflows to implement additional features to trigger script enabled jobs for process automation.
• Highly accomplished and focused Technical consultant with broad experience in providing solutions over ServiceNow Architecture and familiar with Other ITSM applications.
• Design and engineer solutions leveraging all appropriate components offered by ServiceNow to answer the needs for business workflows , ticketing or other ITSM requirements.
• Design, development, distribution of custom client-server, WEB services and SOAP solutions.
• Gathering requirements and converting BRD's into technical requirements. Created design patterns & Implementation plans for ServiceNow enhancements.
• Developing workflow customizations, and performing quality assurance testing, user acceptance testing and third-party integration for ServiceNow platform.
• Development and customization of various modules in ServiceNow to fulfill the client ongoing IT Services.
• Good Independent/team working skills and experiences. Excellent communication skills with very good customer handling capabilities .
• Demonstrated ability to manage and direct internal/external clients around all key technical decisions during project delivery and project work of advanced ServiceNow development .
• Technical support to the team, reviews of deliverables, communication with offshore team, track all the deliverables and to impart on job training to the team.
• Knowledge and experience with report delivery methodologies, analytic modeling , and data visualizations for Key Performance Indicator , scorecards , and process flows .
• Self-Motivated, energetic, self-starter with excellent analytical, organizational and creative skills.
• Overall responsibility, including Development, management, maintenance, upgrades, and improvements for IT Service Management application (ServiceNow) and underlying ITIL Processes.
• Maintain the integrity of the Service-Now tool across production and non-production environments.
• Perform installation and testing of vendor-provided updates and new releases.
• Work with business users to identify and refine business requirements and workflows.
• Build custom reports and scheduling, gauges, and home pages.
• Customization and Configuration of Service Watch, Dashboards.
• Maintain service level agreement (SLA) and monitor an SLA workflow.
• Create new service catalog requests and items with variables.
• Create, monitor, modify, and publish service catalog workflows with approvals.
• Create and use update sets to move customizations between systems.
• Search, populate, and customize the knowledge base, Content management System (CMS).
• Create and implement access control rules ( ACL) .
• Created UI macros and UI pages to i mplement/trigger integrations.
• Worked with orchestration in ServiceNow to work with different tools.
• Hands on Experience on CreateNow suite, PPMC Suite, HR Case Management, Time Card and On Call scheduling modules.
• Experienced in building Service Level Management and Service Level Agreements.
• Web service integration ( inbound and outbound ) with third party application such as Netcool Tool , isac , Demax , Telaris etc.
• CMS integration through UI pages with Mind Align communicator and user complaint site (Assist).
• Integration with processors and URL with Avaya business communication system.
• LDAP integration
• Email integration
• Developed a system “ Hawkeye ” to monitor system for all scripts and objects created in ServiceNow to help developers to search and debug easily. While monitoring performance issues in script.
• Restricted and Major incident functionalities for user security and urgency .
• Working on converting a running customer complaint site in php to ServiceNow CMS project.
• Proposed and implemented a generic soap service for use by any catalog item integration with third part tool by mean of easy configurations from client side.
• Configurable SLA implementation in Incident and service catalog management based on user defined parameters.
• Involved in scratch implementations of service catalogs, Incident, problem, change, service portals , CMDB, and other custom modules.
• Designed workflows to trigger PowerShell orchestration with PowerShell scripting and scheduled jobs.
• Automated several manual processes to save manual effort .
• Deployed custom HR module while integrating with third party HR system ( Dell boomi, and Employee Central).
• Involved in developing CMS portal and Service portals with advanced scripting tools. Also used Jelly, Angular JS, HTML, Node JS, JSON and other related scripting languages to attain the desired outcome.
• Also implemented automated CMDB by enabling and installing Discovery with mid servers to do agentless discovery of organization CI’s .

TECHNICAL SKILLS:

ITIL Tools: ITSM, ServiceNow (Jakarta, Istanbul, Helsinki, Geneva, Fuji, Eurekha), HP Service Manager, BMC Remedy

Programming Languages: C, C++, Java

Java: JDK 1.6, Collections, Multithreading, Networking, Generics, Exception Handling, Files and Streams, JDBC

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

Databases: Oracle DB, MySQL IDE

PROFESSIONAL EXPERIENCE:

Confidential, Orlando, FL

ServiceNow Developer

Responsibilities:

• Responsible for various workflows for Incident Management, Change Management, Service Requests and SLA's.
• Deployed ServiceNow Customizations as per client's requirement.
• Involved in Designing, Development and Implementation of Service Portals for customizing portal Pages using Jelly Script and UI Macros.
• Involved in Configuration, Web Services, Catalog Client Scripting, SOAP, Developing complex workflows.
• Deployed workflows and in customizing the applications in ServiceNow using Java script, Jelly, AJAX, CSS and HTML.
• Worked on creating users, roles, groups and load the data to ServiceNow objects using import sets on daily, weekly, monthly and on request basis while working in ADAM for Authentication.
• Involved in LDAP integration with ServiceNow for obtaining users and groups and played a significant role in Persona Management Project.
• Involved in designing, development of Home Pages based on user roles.
• Managed Service Catalog, Knowledge base, and service requests by schedule a call from the service desk and schedule a time for solving the issues.
• Configuration of Email Notification and Alerts to notify users about specific activities in the system.
• Created Access Control Lists Setup and debug module for various ITIL processes as per the requirements.
• Converted 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.
• Configured Scheduled Data Import for importing data files from remote server location.
• Deployed scheduled reports for multiple criteria as requested by different groups.
• Worked to streamline the process flow for Upgrades and implemented the Project Tasks setup for all the developers to review Skip Logs and upgrade issues.
• Worked with UI Actions, UI Policies, UI Macros and Data Policies in ServiceNow.
• Expertise on defining workflows in Service Catalog items, Approvals and performed Dynamic/ad hoc tasks in ServiceNow has been part of end user self-service portal management.
• Experience in working with the workflows using ServiceNow workflow editor and its core Utilities.
• Maintained the integrity of the ServiceNow tool across production and non-production environments. Involved in production support for all the ServiceNow related issues.
• Worked with business analyst to create and modify Service Catalogs and Request Workflow Designs. Designed and implemented new functionalities for enhanced features.
• Involved in running the jobs to push the data into the application using Import Sets and Transform Maps. Generated weekly reports and metrics for IT management.
• Developed PowerShell scripts to automate tasks based on workflows with PowerShell orchestration.

Environment: ITIL, Scrums, MID servers, JavaScript, HTML, CSS, Business Rules, Service Catalogs, Integrations, Workflows, Transformation maps and Access Controls Lists.

Confidential, Mountain View, CA

ServiceNow Developer/Admin

Responsibilities:

• Involved in analysis of end user requirements and worked closely with team lead and Business analysts in understanding the current ServiceNow system.
• Monitored and performed ServiceNow admin activities which involve user and group administration.
• Implemented and maintained ServiceNow platform to meet the business processes and support ITIL Framework.
• Designing and customizing new Applications and Modules as per the requirements.
• Created users, groups, roles and load data to ServiceNow using import sets on daily, weekly or requirement basis.
• Implemented service portals by developing several widgets over the portals for users based on roles .
• Developed interactive widgets to use client legacy applications Skype IM for service now messaging, calendar with Outlook calendar and help with IT service desk interactive menu.
• Writing Business rules, Client scripts, UI policies and UI actions to customize the instance.
• Worked on various modules in Service Catalog Management.
• Involved in configuration of Email notification and SMS notification to alert the users of ServiceNow.
• Developed solutions using Web services (SOAP/REST), JavaScript and web technologies to integrate ServiceNow with internal/external systems. Worked on REST API as a third-party application for Integration.
• Worked on ServiceNow scripts by using JavaScript also used Angular JS for creating UI Scripts.
• Involved in transfer of data from one instance to other by creating and maintaining automation on Transforms and Imports . Created transform maps using automatic field mapping and scripting.
• Worked on migrations from Eureka to Geneva.
• Strong in creating various work flows for Incident Management, Change Management and Service Requests.
• Involved in testing forms and reports for correct mapping of the objects and data transfers.
• Good knowledge in designing and implementing of service requests through ServiceNow Catalog
• Understanding the requirements and designing of work flows.
• Implementing new functionality using Business rules, Client Scripts, Access control lists (ACL) etc.
• Worked on System Requirement Specifications (SRS) including problem analysis and system definition models.
• Hands on experience in maintaining CMDB while tracking the record of configurations stored in CMDB
• Responsible for installing and configuring MID servers for our CMDB Discovery and designed transform maps.
• Troubleshoot the discoveries for probe errors and at times customized OOTB probes for specific categories of Ci’s.
• Involved in the Integration of SCCM , a configuration management database, with CMDB and this integration used the SQL server as staging table while connected to CMDB using JDBC connectors.
• Worked on NOTIFY integration for managing the major incidents.
• Involved in integrating Chat and email systems for a business .
• Monitored system performance and provided system statistics and reports to the business.
• Created homepages including basic reporting, gauge configuration and dashboards.
• Involved in preparing documentation for installation, design and maintenance of Custom modules in ServiceNow.
• Created many standard work flows which are propagated and handled in many custom events.
• Worked on Enhancements to Problem management module with development team based on requirements out of UAT.

Environment: ServiceNow, CMDB, SOAP, AJAX, JavaScript, CSS, XML, HTML, XHTML, Windows 7, SQL Server.

Confidential, Owings mills, MD

ServiceNow Developer

Responsibilities:

• Worked as a developer for an End-To-End development for a re-factoring project, resolved many issues and worked on CMDB Management to resolve issues that were a major defect in Blackhawk Networks.
• On requirement provided solutions to the Asset Management team in re-building the workflow for in and out of an asset.
• Used data sources to migrate the data from excel sheets to Service-Now through transform maps.
• Worked on huge Workflow design for on boarding and off boarding of a partner/ employee/Contractor based on the requirements provided by the teams.
• Worked on End-to-End implementation of Discovery.
• Maintained the Configuration Items and modified the forms and form Sections.
• Worked on Configuring the IP Addresses to help find out the undiscovered CI's into CMDB.
• Integrated Service-Now with a third party to store all the credentials to avoid breaching up of credentials.
• Wrote Classifiers and Identifiers to direct the discovery tool to gather the information of the configuration items with no error.
• Wrote business rules to avoid empty configuration items to be stored in CMDB after discovery tool runs a scheduled job.
• Worked on Agile method environment and implemented the changes required by the business owners on a regular basis.
• Supported the team with improvising the Discovery tool and the Configuring the CI's.
• Created Dashboards on requirement.
• Reported inconsistency of form fields and maintenance of CMDB CI's.

Environment: Java Script, JSON, Prototype, Web services, SOAP, SQL, XML, HTML, iFrames, AJAX, Shell scripting, Log4j, Integrations, Cloud services, ITIL, SCRUM.

Confidential, Poughkeepsie, NY

ServiceNow Developer

Responsibilities:

• Worked on end-to-end implementation of CTI Integrations, Supported the team with the work flow of the integrations.
• Designed and delivered technical methodologies around the Servicenow platform.
• Gathered requirement from stakeholders for attributes needed to develop Service Catalog items.
• Worked with clients to assess current state processes and tools, defined Servicenow requirements and developed and configured the Servicenow platform.
• Worked on CMDB and Asset management. Performed Data migration to import data from other applications and external databases.
• Worked on various modules of ServiceNow like Incident management, change management, 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.
• Supported the team responsible for the implementation and administration of the Servicenow installation, including managing system configurations, gathered and documented user and process requirements, developed workflow customizations, and performed quality assurance testing and user acceptance testing.
• Deployed Server-side scripting Business rules and Script Includes.
• Worked with Apache Jelly to create various kinds of UI pages and Macro templates.
• Implemented JDBC Export to execute custom SQL queries in the target database based on requirement.
• Created Data Sources from various external applications, scripts to parse incoming data and transform into ServiceNow.
• 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.
• Currently working to develop new service catalog items and fix bugs in incident, problem and change management.

Environment: Java Script, JSON, Prototype, Web services, SOAP, SQL, XML, HTML, iFrames, AJAX, Shell scripting, Log4j, Integrations, Cloud services, ITIL, SCRUM.

Confidential

Java Developer

Responsibilities:

• Worked on persistence layer using O/R Mapping Tool Hibernate with Oracle 10g Database
• Involved in End-to-End Design and Development of UI Layer, Service Layer and Persistence Layer.
• Implemented Spring MVC for designing and implementing the UI Layer for the application.
• Have Used Spring IOC to inject the services and their dependencies.
• Implemented Site mesh as the web page layout and decorating framework to aid in creating the consistent look and feel for the web application.
• Have used AJAX to retrieve data from server synchronously in the background without interfering with the display and existing page in an interactive way.
• Have Used DWR (Direct Web Remoting) generated script to make AJAX calls to JAVA.
• Involved in writing JavaScript for dynamic manipulation of the elements on the screen and to validate the input.
• Involved in writing Spring Validator Classes for validating the input data.
• Involved in writing complex PL/SQL and SQL blocks for the application.

Environment: J2EE specification, IBM, WSAD, Spring, Struts, Hibernate, Rational Rose, XML, SOAP, SAX, JSP, EJB, JSTL, IBM MQ Series5.1, HTML, JDBC, JavaScript, Servlets, CVS, Oracle, Unix.

Confidential

Java Developer

Responsibilities:

• Involved in various phases like design and development using Rational Unified Process.
• Worked on a project to develop online portal for administrators.
• Used Rational Rose for the Use Case Diagrams, Class Diagrams and Sequence Diagrams to represent the detailed design phase.
• Developed a web-based reporting for Credit Monitoring System with HTML, JSTL 1.2, Custom tags.
• Developed user interface on Jakarta Struts 1.1 Framework using JSP 2.0 and HTML.
• Used Java/J2EE Design patterns like Business Delegate, Session Facade, Data Transfer Object (DTO) and Service Locator in the project extensively, which facilitates clean distribution of roles and responsibilities across various layers of processing.
• Developed Struts Action Class which route submittals via Business Delegate to Business appropriate components and render retrieved information.
• Used Web services for transmission of large blocks of XML data using (SOAP).
• Used XML and SOAP with SAX parser to transfer data between applications.
• Used Entity Java Beans for persistence.
• Used SQL stored procedures with JDBC API for storing, updating user request.
• Participated in database design using Oracle.
• Used Web-sphere Application Server 5.0 for deploying various components of application.
• Used Web Sphere Application Development for developing the application.

Environment: J2EE specification, IBM, WSAD, Spring, Struts, Hibernate, Rational Rose, XML, SOAP, SAX, JSP, EJB, JSTL, IBM MQ Series5.1, HTML, JDBC, JavaScript, Servlets, CVS, Oracle, Unix.