PROFESSIONAL SUMMARY:

• Over 12 years of varied experience as an IT Professional, with over 2 years of experience as a ServiceNow Suite Developer and Administrator.
• ServiceNow Analyst with experience on implementing end - to-end Service Catalog, Incident Management, Configuration & Asset Management, Change Management, Knowledge Management and Release Management.
• Experience on Customer Service Management (CSM) & Service Portal.
• Involved in managing system configurations, gathering and documenting user and process requirements, developing workflow customizations, and performing quality assurance testing, user acceptance testing and third party integration for Service Now platform.
• Excellent hands on Configuration and customization of Help Desk, Change/Incident/Problem Management Modules including: Business Rules, Client Scripts, Dictionary Overrides, UI Policies and UI Actions based on user requirements.
• Experience in creating scripts like Client Scripts, Catalog Client Scripts, UI scripts and UI Policies.
• Experience in Implementing Single Sign On (SSO) using SAML 2.0 with Windows Active Directory, LDAP and JDBC.
• Experience in Inbound Email Integration and created Outbound Email Notifications using Email Templates.
• Experience in Client Script/Calling server side code using Glide Ajax in Client Script.
• Customized Scripting on Service Catalog/Email Template/Workflow script.
• Experience in Server Script (Business Rules/Script Include/Service Catalog) and good understanding of Server/Client API.
• Working knowledge on DISCOVERY and setting up MIDservers and populating CMDB.
• Trained in Service Mapping, Orchestration, adding users, password reset, creating mailbox etc.
• Experience on configuring and setting up Service-now (ITSM) Information Technology Service Management application, including the maintenance and support in the implementation of all modules.

TECHNICAL SKILLS:

ServiceNow: Customer Service Management (CSM), CMDB, Asset Management-Discovery, Service Portal, ITIL, Custom Applications, SecOps, ITOps.

Languages: Java, JEE, PL/SQL, Oracle LDAP

JEE Technology: JSP, Servlet, Struts, JSF 1.2/2.0, Apache MyFaces, Oracle ADF/UIX, ICEFaces 1.8, PrimeFaces 3.0, Jboss RichFaces 3.3, JDBC, JNDI, EJB3.0, Hibernate, EclipseLink

HTML/JavaScript: HTML5, Angular JS, jQuery, CSS, Bootstrap

Web Services: Apache Axis, SAAJ, WSDL, REST, CXF

Servers: Tomcat 5.x/6.x/7.x, Jboss 4.x, OC4J, Weblogic 11g/8.0

Development Tools: Eclipse, MyEclipse, NetBeans, JDeveloper, Toad, SQLyog, ServiceNow

Integrations: REST, SOAP, HR, Event Management (SCOM, NAGIOS, SPLUNK)

RDBMS: MySQL, Oracle 11g/12g

Version Control: CVS, VSS, SVN, Git

Other Tools: Maven, Rational ClearQuest, BugZilla, Putty, WinSCP, JIRA, Microsoft TFS

PROFESSIONAL EXPERIENCE:

Confidential

ServiceNow - Technical Lead

Responsibilities:

• Worked with analyst to understand customer challenges and suggesting optimal and effective ServiceNow solutions.
• Worked closely with Analyst in effectively translate business requirements into technical requirements.
• Implemented Project Portfolio Management module including demand management, resource management, project planning and dashboards.
• Lead the ServiceNow configuration and customization efforts including, form tailoring, workflow design, and Integration with HRSM and SAP
• Implemented, documented and maintained the Service-Now platform to meet specific business needs to support ITIL and business processes
• Involved in creating and migrating of update sets between ServiceNow Instances
• Optimized and Monitored system performance and provided system statistics and reports to the Business

Confidential

ServiceNow - Technical Lead

Responsibilities:

• Worked with analyst to analyze functional requirements within ServiceNow for Customer Service Management (CSM), Request Management, Incident, Problem, Knowledge, Change, Core Platform, Web services, interfaces etc.
• Worked with process owners and business stakeholders to translate business requirements into functional requirements, design documents and process flow diagrams.
• Reviewed, created and configured various workflows for various modules like Incident Management, Change Management, Service Requests and Service Level Agreements (SLAs).
• Configured Account Entitlement Contracts for the process
• Configured the relationship with various ITIL process.
• Implemented, documented and maintained the Service-Now platform to meet specific business needs to support ITIL and business processes

Confidential

ServiceNow - Technical Lead

Responsibilities:

• Worked on Domain Separation, which allowed multiple applications on the single Instance.
• Worked on Changed Management and Event Management.
• Configured event rules, alert rules, event correlation.
• Performed integrations with event management tools like EUIM, NAGIOS, and SCOM.
• Worked closely with Business Resource, Stake holders, Analysts, different teams in understanding the requirements
• Documented Business Requirements Document, Functional design documents, Process flow diagrams using MS Visio
• Involved in reviewing the requirements and designing of the workflows in ServiceNow
• Implemented, documented and maintained the Service-Now platform to meet specific business needs to support ITIL and business processes
• Design and Configuration of workflows to meet specific business needs to support ITIL and business processes

Confidential

Development Manager/Lead Architect

Responsibilities:

• Conceptualization, Analysis and Development of the product idea , including Market Evaluation of competitive products.
• Identifying, finalizing and defining various modules, functionalities, screens, flows and distribution amongst various iterations for incremental build model.
• Development Manager determining the release structure and roll out phases.
• Involved in the Software Development Life Cycle as Architect, Lead and Developer performing architectural design, low level design, coding, and code review .
• Identifying, generating entities, entity-relationships and other database elements.
• Hiring, delegation, monitoring of work to offshore developers.
• Leading customization, installation, & implementation effort at pilot organization.
• Deployment of application builds at Amazon EC2 and Amazon RDS .
• Designed and developed a rich and user-friendly presentation layer using Java Sever Faces (PrimeFaces 3.4).
• Implementing reporting and progress charts using PrimeFaces components.
• Integrated Apache Shiro for authentication, authorization, and session management.
• Implemented Spring Aspect Oriented Programming (AOP) and Dependency Injection.
• Used MySql as Back end database, with MySql workbench and SQLyog as an interface to access databases and write SQL queries, views.
• Configured the persistence layer using Annotation based Hibernate ORM, Hibernate Envers for entity auditing and implemented Hibernate Concurrency Control.
• Implemented Quartz scheduler for sending out daily and weekly notifications to users.

Environment: JDK1.6, JSF 2.1, PrimeFaces 3.4, Spring 3.0, Hibernate 3.0, Tomcat 7, Eclipse, MySql, SqlYog, Apache Shiro, Quartz Scheduler, Log4J WinSCP, Putty, Amazon EC2, Amazon RDS

Confidential

Technical Lead

Responsibilities:

• Responsible for leading and delivering over 15 releases involving development, research, performance improvement and ecosystem change adaptation.
• Implemented Agile (SCRUM) Methodology that includes daily scrum meetings with team, weekly meetings with business analysts and monthly sprint reviews with clients.
• Responsible for Functional Design, interfacing with business for defining application flow and explaining technical flows to the team.
• Involved in Low Level System and Component Design (Sequence diagram, Class diagram, Activity diagram, Component diagram) using UML.
• Involved in the Software Development Life Cycle both as a Lead and a developer of Work Item, Safety and Environmental Assessment modules and developed specs that include Functional SCRs & Technical SCRs.
• Participated in Architecture Review meetings with team, helping to resolve architectural issues and developing performance benchmarks .
• Designed and developed a rich and user friendly presentation layer using Java Sever Faces (Rich Faces) utilizing the features such as rich UI components, AJAX based Event Handling extensively.
• Developed and Integrated Spring and Apache CXF framework based JAX-WS Web Services that communicate with the Tier-1 PBS systems.
• Integrated the application with Axis2 based Web Services such as User Information Management System (UIMS).
• Configured Spring with the presentation, service and persistence layers of the application.
• Implemented Spring Aspect Oriented Programming (AOP) providing simplified solutions for application’s cross-cutting concerns such as Logging, Transaction Management.
• Configured the persistence layer using Annotation based Hibernate and tuned it using both Session Object & Session Factory (including Query Level) caching and ehcache for optimal performance.
• Integrated application with USPS Address Validation system.
• Used Dozer for Java Bean to Java Bean mapping to recursively copies data from one object to another.

Environment: JDK 1.6, Spring 2.5, Hibernate 3.4, Oracle 11g, JSF1.2(Rich Faces 3.3.3), CSS, WebLogic Application Server 11g, MyEclipse 8.5 IDE, Dozer, Web services, TOAD, JUnit 4.5.2, Rational ClearCase 6.10, Rational ClearQuest 6.15, Visual Source Safe 6.0

Confidential, Reston VA

Lead Consultant Technology

Responsibilities:

• Responsible for weekly release delivery of the product (20 in total) based on rapidly changing requirements from various entities involved like States, Federal Implementation, and Private Providers.
• Lead the cross functional team of Technology Architects, BAs and QA, effectively setting up GDD delivery model.
• Responsible for developing and oversees release plans for the implementation.
• Designed common SOA framework for webservice integration as consumer with various systems in client environment e.g. Letter Generation, Service Area Validation etc. (total 6).
• Developed and Integrated Spring and Apache CXF framework based Web Services that communicate with systems like SPIDER, Online Store and Enrollment Status.
• Designed and implemented various XML feeds being consumed and generated by system using JAXB parser.
• Developed deployment plan for the product in the client environment based on the system hardware requirements and client hardware availability.
• Supported DEV, SIT, UAT and PROD environments development, fixes and deployments at client location. Participated in various SWAT calls for immediate fixes.
• Analyzed and performance tuned the application architecture at various level including functionality, design, code and deployment plan.
• Participated as lead in various review sessions for requirements, design and code. Effectively managed the client concerns, queries and project escalation.
• Developed Shell Scripts for automating the release folder ftp/http download.
• Documented technical design of the product with system architecture and UML diagrams.

Environment: JDK 1.6, Spring 3.0.3, Hibernate 3.4, Oracle 11g, jQuery, Tomcat, IBM WebSphere Application Server, Eclipse Juno IDE, Web Services, JAXB, Maven, TOAD, Sql Developer, JIRA Defect Tracker, MyEclipse UML