SUMMARY

• A highly analytical and adaptable professional with 7 years of comprehensive experience in IT operations, including around 5 plus years of experience in ServiceNow as both Admin and Developer.
• End - to-End Development and Customization - Incident/Problem, Knowledge, Change management, CMDB, Product/Software Catalog- per ITIL processes and policies.
• Have good knowledge on System UI, System Properties, and System Update Sets.
• Experience in Waterfall, Scrum, Agile Methodologies.
• Experience in migrating the changes across various environments in ServiceNow using Update Sets.
• Experience on creation of workflows for Service Catalog items in ServiceNow.
• Worked on configuring the Business Rules, Client Scripts, UI Policies, UI Actions, and SLAs in ServiceNow.
• Strong skill set in the Service Now suite development including SOAP/REST integration, Web services, Workflow
• & SSO (Single sign-on).
• Developed solutions using JavaScript, HTML, CSS, Web Services and other web technologies to integrate
• ServiceNow with internal/external systems and tools.
• Extensive experience on integrating ServiceNow with 3rd party tools and implementation of SOAP and REST API
• Extensive experience in working with User Management including Users, Groups, Roles and Access Control Lists.
• Proven experience in working with wide variety of ITIL tools like BMC Remedy and various ServiceNow modules, CMDB, ITIL tools, integrations within complex ITSM environment.
• Expertise in Java script, debugging, optimizing the performance and working of Client Scripts, Catalog Client Scripts, Server-Side Scripting, UI scripts and UI Policies.
• Have created Business rules, activated plugins, managed data with tables, Import sets and Update sets, Control system access and data security, Control access to the application and its records.
• Worked on Event Management module by creating Event Rules, Event Field Mapping and Alert Rules to create the incidents and assign them to appropriate Fulfillment groups based on the incoming events.
• Experience in ITOM. (Discovery, Orchestration, Service Mapping, Event & Demand Management).
• Created service portal as an alternate to CMS using the AngularJS and Bootstrap framework.
• Created custom and scoped applications to Customer based on the business needs.
• Involved in various inbound and outbound integrations using SOAP Messages, Direct Web Services and Scripted Web Services.
• Created various workflows and customized existing workflows for catalog items and change approval process.
• Worked on upgrade from Istanbul Patch 3 to Kingston on service now instance.
• Worked on the defects post Upgrade and fixed the defects.
• Created Before and After Business Rules, also involved in debugging issues with existing business rules.
• Implemented data security using Access Control Lists (ACL) and Data Policies.
• Service catalog development which includes workflows designing, creating new catalog items, and execution plans. Worked on different kinds of variables and variable sets.
• Created a lot of client scripts/UI policies also with a lot of high-level customizations like attaching a custom event
• Manage the lifecycle of functional validation through multiple environments; including the organization of new test infrastructure to support the pace of Investment Advisory Program deliverable.
• Experience in implementing end-to-end Service Catalog, Incident Management, Configuration and Asset Management, Event Management, Change Management and Release Management with Knowledge of Service Portal
• Maintain the integrity of the Service-Now tool across production and non-production environments.
• Expert in reviewing and approving validation documents in accordance with company policies and procedures.
• Hands on experience on various ServiceNow Modules like Service Catalog, Incident, Problem, Change Management, SCRUM, Configuration Management Database, Asset, Knowledge, Release, Content Management, SLA, ACL’s, Reporting and Integration with Web Services.
• Understanding of IT Service Management (ITSM)and the ITIL business process. Maintain (SLA)and monitor an SLA workflow.
• Extensive knowledge of Front End Technologies: HTML, CSS, JavaScript, jQuery, AngularJS, XML, XSL and XSLT.
• Client sides Scripts, Glide API’s, Inbound email Actions, SNOW OOB implementations.
• Knowledge in working with the deployment of notification tool in ServiceNow instance.
• Configuration Management: setting up Configuration Management from scratch defining the CI classes and their relationships. Used JDBC and ODBC of Data Sources for setting up the configuration database in ServiceNow.

TECHNICAL SKILLS

ServiceNow: ITSM, ITOM, ITBMLanguagesC, Java, SQL, PL/SQL, XML, AJAX.

Scripting Language: JavaScript, Jelly Script, HTML, CSS

Database: Oracle 10g/ 9i/8i, MS Access, MS SQL Server 2000/2005, CMDB

Database Tools: TOAD, SQL*Plus10g/9i.

Web Technologies: XML, HTML, Java, Java Script, Excel VBA, PowerPoint VBA, VB Script.

Operating System: UNIX, Linux and Windows

Packages: MSOffice (Word, Access, Excel Outlook and PowerPoint).

PROFESSIONAL EXPERIENCE

Confidential, Minneapolis, MN

Sr. ServiceNow Developer

Responsibilities:

• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in Service-Now.
• Develop / Configure workflows, forms, and underlying logic using SCRUM / Agile methodologies
• Worked on loading the data into Service-Now using import sets.
• Imported Configuration Items (CI) from third party applications using import set tables.
• Involved in migration between various Service-Now instances using Update Sets.
• Loaded assets into SNOW from third party system using Web Services and Import Sets.
• Involved in customizing the forms for the Incident, Change and Problem Management ITIL processes.
• Involved in providing production support for service catalog, incident, problem, change, release, deployment, task and knowledge management modules in ServiceNow platform.
• Access Automation using REST Integration and Scripted Web Services.
• Responsible for designing, analyzing and developing business application which involved customization and work flow administration, data imports, custom scripting using java script.
• Created custom tables, based on business needs.
• Worked on Email Notification, Reports and Database views.
• Checking MID server health and monitoring ECC queue.
• The objectives of PPM are to determine the optimal resource mix for delivery and to schedule activities to best achieve an organization’s operational and financial goals.
• Prioritize the right projects and programs PPM can guide decision-makers to strategically prioritize, plan, and control enterprise portfolios.
• Responsible for creating various workflows for Incident Management, Change Management, Problem Management, Service Requests and SLA's.
• During development, worked with JavaScript, XML to create front-end and back-end components such as forms, buttons, views, pages, business rules and workflows.
• Worked on integrating ServiceNow with external SOAP and REST based web services.
• Development of Service catalog - catalog items, designing workflows and execution plans.
• Designed Framework to meet internal demands and budget.
• Excellent knowledge on code migration between various ServiceNow environments using Update Sets.
• Worked on CMDB and populated the CMDB by importing the data of IT assets into the system, centralizing the information.
• Responsible for the acceptance, identification, storage and withdrawal of all supported CIs.
• Responsible for ensuring that all the CIs are registered and these records are correct and up to date.
• Worked on creating users, roles, groups and Configured LDAP Server and LDAP Listener for updating the user and group table record.
• Provide backup to other team members, as needed, for activities such as CMDB administration, system upgrade and patching, regression testing and releasing of new applications.
• Integrated Microsoft SCCM with Service Now for pulling the entire configuration item into Service Now.
• Played a significant role in developing policies and processes related all areas of the software asset lifecycle and defined strategies for managing and optimizing software asset usage.
• Creating custom UI pages using Jelly scripting in ServiceNow.

Confidential, Seattle, WA

ServiceNow Developer/Administrator

Responsibilities:

• Expertise on implementing end-to-end Incident Management, Configuration & Asset Management, Change Management, Release Management, Service Catalog Management.
• Used the development tools provided in Widget Editor to write AngularJS, CSS, and JavaScript to power a portal.
• Built catalog items from scratch along with advances customizations as per the complex requirements.
• Configured and executed client’s scripts/UI policies.
• Integrating Service catalog module with third party application tools using Web Services and fixing the issues which come up while the tools are getting interacted.
• Expertise on creation of workflows for Service Catalog items in ServiceNow.
• Responsible for the ServiceNow tool administration module and creating new Users, Groups, Roles, IT Services, Application, Business Services, Routing rules and Blackout Freeze rules.
• Created many scripts which include Business rules for server-side scripting.
• Developed validation deliverables for the application.
• Worked extensively on LDAP integrations. Very good understanding of Integration with various network protocols.
• Good knowledge on Single Sign on and event-based integrations.
• Performed commissioning the test scripts in Development and Validation Environments.
• Perform ServiceNow implementation tasks including configuration, integration, custom programming.
• Setup MID Server used by DISCOVERY and troubleshooting problems with the tool configurations.
• To set up Configuration Management and defining the CI classes and their relationships.
• Played a significant role in developing policies and processes related all areas of the software asset lifecycle and defined strategies for managing and optimizing software asset usage.
• Implemented Single Sign On (SSO) using SAML 2.0
• Performs System and integration testing with sample/live data with Support Services team.
• Configuring SLA’s and Reports. Defining the process for each service request.
• Creating scheduled jobs/tasks, monitoring ticket queues and generating reports/ statistics. Working knowledge of Knowledge base articles, incidents, CMDB and dictionaries.
• Creating catalogue items, workflows, inbound emails actions and update sets for service requests.
• Check the change management document and verify the changes. Assist in Release Management during product and patch releases.
• Provide training sessions on ticketing tools, reporting and data entry. Developed UI Actions, script includes and Business rules for overall platform.
• Following up with clients, interacting with end users on process requests, user training etc.

Confidential, Wayne, PA

ServiceNow Developer

Responsibilities:

• Involved in gathering business requirements and analyzing the project scope, for ServiceNow development and administration.
• Implementing Service Request Management from End-to-End including the integrations with other tools and giving L3 support for the whole Service Catalog Application including resolving the incidents and problem tickets on Service Catalog.
• Implementation of Problem Management, Incident Management, Change Management, Service Catalog Management and Email Notifications.
• Application Support for Incident Management, Problem Management and Service Catalog. Involved in developing workflows. Reviewed Business Rules and recommended solutions for implementation.
• Involved in design and development of ServiceNow forms and views. Developed Scripts to invoke existing Script Include. Used Glide Scripting to develop Business rules.
• Created several Client Scripts, UI policies, and UI Pages using JavaScript. Used Notifications to communicate to group of users. Developed Views, Approval and Assignment Rule Development.
• Development of SLA's for the organizations. Implementation of ACL's. Customized Service Catalog Management.
• Performed code migration using update sets. Used Web Services, Email Integration to integrate applications and data sources. Gathered requirements for Incident, Problem and Change Management applications in ServiceNow.
• Creation of Custom Related List, Dictionary fields.
• Gathered business requirements from the customers, stakeholders, end-users.
• Involved in weekly scrum meetings.
• Worked on integrating ServiceNow with external SOAP and REST based web services.
• Involved in redesigning the workflows using ServiceNow workflow editor also involved in reconciliation of complicated workflows to simpler form.
• Created Use Cases, Class Diagrams, Sequence Diagrams and Flowcharts for the Optimization Module using MS Visio.
• Used ACL's for controlling the security mechanism in ServiceNow.
• Developed and configured Business Rules, Script Includes, UI Policies, UI Actions, Catalog Client Scripts and Client Scripts, Scheduled Jobs, Wizard panels and Wizard Clients scripts, Content item etc.
• Developed and maintained APIs and data integration processes between ServiceNow and other services.

Confidential, New Brunswick, NJ

Java/J2EE Developer

Responsibilities:

• Involved in various phases of Software Development Life Cycle (SDLC) of the application like Requirement gathering, Design, Analysis and Code development.
• Programming and Development of modules involving AJAX, Servlets, JSP, JSTL, jQuery and JS.
• Developed and modified a number of Forms and for various modules. Also responsible for following up bugs reported by various users and suggesting possible patches.
• Developed the applications using Java, J2EE and JDBC.
• Used Eclipse IDE for code development along with SVN for managing the code.
• Participate in the discussion with the business experts to understand the Business requirements and prepare them in to technical requirements towards development.
• Developed presentation layer code, using JSP, HTML, AJAX and jQuery.
• Implementing XML Parser (DOM/SAX) for integrating legacy system.
• Involved in Unit testing and Integration testing.
• Implementation of XLS to XML converter for passing parameters to web-services.
• Performed Database Administration of all database objects including tables, clusters, indexes, views, sequences packages and procedures.
• Used XML Web Services using SOAP.
• Written JUnit Test cases for the Helper, Gateway and Action classes which support the application.
• Designed various tables required for the project in SQL database and used Stored Procedures in the application using Oracle Database Server.
• Developed all the J2EE components using RAD.