SUMMARY

• A ServiceNow Admin / Developer with around 6 years of overall IT experience and have involved in implementing designing, developing, customizing & administering ITSM suite of applications.
• Excellent knowledge in Development, implementation and administration of ServiceNow and Remedy.
• In - depth knowledge of the Technical implementation of Change Management, Incident Management, Problem Management, Asset Management, Service Catalog, Knowledge Management, Configuration Management, Procurement, HR case management, Oracle E-business applications, Reporting, Discovery and Integrations, Service Requests. Strong experience in JavaScript
• Experience in designing, developing, configure, customizing & administrating ITSM suite of applications.
• Good hands on experience in creating transform maps, schema maps and building relationship between CMDB and Discovery
• Knowledge in design and import of data toServiceNowCMDB (Configuration Management) like Altiris, SCCM. Expertise in doing CMDB bulk data, load data with the help of transform map and transcript script.
• Involved in full SDLC in Agile, waterfall methodologies.
• Worked on Email Integration, LDAP integration, External Web services Integration (both SOAP based and REST based) inServiceNow
• Experience in implanting customer service applications and linked associated entities to the customer information
• Extensive experience in implementation of customer service applications, Business Rules, Data Dictionary, UI Actions, UI Policies, Client Scripts and Validations Scripts.
• Strong experience in working on user interface applications and professional web applications using HTML, CSS, JavaScript, Angular JS, XML.
• Worked on Orchestration to automate complex tasks on remote computers quickly and reliably, with best practices every time.
• Worked on customer service applications, performance analytics for Governance Risk and Compliance(GRC)
• Hands on experience in Performance Analytics by using indicators, breakdowns, scorecards, dashboards, widgets.
• Worked and helped customers to decrease time required by Performance Analytics and created strategic and operational changes by delivering the changes through a new set of goals.
• Worked in three end to end implementations of Service Now on Discovery, Asset management and Service Portal.
• Implemented the specialized modules of ServiceNow like HR Case Management, Service Watch, Time Card scheduling and test Management as a Developer and Administrator.
• Experience in migrating between various environments in ServiceNow using Update Sets.
• Experience in working with ServiceNow Workflows, Import Sets, Update Sets.
• Good understanding and hands-on Glide Forms, Records, AJAX and Glide System used in UI Actions, Business Rules, Client Scripts.
• Experience in table extension and customization and notification customization.
• Tracking of Incidents from open to closure, monitored email & alerts, responded/escalated incidents as per Service Level Agreement(SLA)
• Set up Service Level Agreements (SLAs) and monitored SLA workflows, created and tracked Service Catalog requests, and items with variables.
• Knowledge Management/Document Management which contains SOPs for Incident Identification, Resolution, and Escalation Contacts etc. are maintained with 100% availability of the documents upon regular audits.
• Hands on experience on Active Directory, LDAP and Single Sign-On (SSO) Integration and IT PAM.
• Implemented Web Service Interface between ServiceNow and Salesforce using JSON Web Services.
• Worked on integrating ServiceNow with CA Spectrum.
• Set up an integration between ServiceNow and spectrum to allow automated incidence to be generated when an alert is raised in spectrum
• Good on experience with web service integrations like SOAP, REST
• Designed and developed Service portal style and theme pages using CSS
• Good hands-on experience in integrating ServiceNow with SCCM, ADDM
• Worked in various modules of Oracle E-Business suite such as Customer Relationship management (CRM), Project portfolio management (PPM), Financial management, Supply chain management (SCM) to ensure all business needs are met and extended the value of software investment
• Configuration Development and development of Requirement Integration components (SSO, LDAP).
• Integration of IT professionalserviceswith specific focus on end-to-end Big Data,AmazonWebServices(AWS), DataIntegration, Business Intelligence and CRM solutions for mid-sized to large-sized infrastructures.
• Power Center Applications migration from On-premise toAmazonElastic Compute Cloud (EC2)ServiceNow deployment with AWS.
• Functional knowledge and implementation experience of ITSM frameworks.
• Strong experience in web application development using HTML, JavaScript, Java, CSS, Jelly.
• Working experience with relational databases like Oracle, MS SQL Server, My SQL.
• Experienced in all phases of Software Development Life Cycle (SDLC), quality management systems and project life cycle processes, Waterfall and Agile, Scrum.
• Strong team player, ability to work independently and in a team as well, ability to adapt to a rapidly changing environment, commitment towards learning, Possess excellent communication, project management, documentation, interpersonal skills.

TECHNICAL SKILLS

ITIL: ITSM, ITIL, Service Now, CMS, BMC Remedy and LDAP

Programming Languages: Java, HTML, CSS, Java Script, JQuery, SQL, PL/SQL Angular Js.

Software Methodologies: SDLC, Waterfall, Agile, Scrum

Databases: Oracle 8.x/9i/10g/11g, MySQL, SQL Server

Database Tools: SQL Client, TOAD, SQL Developer

Web/Application Servers: IBM Web Sphere 6.x, Web Logic 10, Apache Tomcat

PROFESSIONAL EXPERIENCE

Confidential, Cleveland, OH

Service Now Developer

Environment: Service Now Fuji/Geneva, HTML5, Java Script, JSON, SOAP, Web services, MS SQL Server, Integration, SCRUM.

Responsibilities:

• Working on various modules of ServiceNow which include Incident, Change and Problem Management.
• Managed the off-shore team.
• Involved in gathering requirements from the business and worked on architecture to design, develop and implement.
• Extensive experience in implementation of customer service applications, Business Rules, Data Dictionary, UI Actions, UI Policies, Client Scripts and Validations Scripts.
• Worked in various modules of Oracle E-Business suite such as Customer Relationship management (CRM), Project portfolio management (PPM), Financial management, Supply chain management (SCM) to ensure all business needs are met and extended the value of software investment.
• Involved in creating users, groups, roles and load the data to service now using import sets on daily, weekly or requirement basis.
• Development of Service Catalog which includes creating new Catalog items, designing workflows and execution plans.
• Experience in implanting customer service applications and linked associated entities to the customer information.
• Worked with reporting in configuring Service Level Agreements (SLA).
• Worked on performance analytics for Governance Risk and Compliance(GRC)
• Created dashboards reports to detect failing critical controls between Assessments for Governance Risk and Compliance(GRC)
• Hands on experience in Performance Analytics by using indicators, breakdowns, scorecards, dashboards, widgets.
• Worked and helped customers to decrease time required by Performance Analytics and created strategic and operational changes by delivering the changes through a new set of goals.
• Hands-on experience in creating and migrating MPP files in Project portfolio management and created portfolio and linked with Release management.
• Bulk Upload of data into tables with Excel and XML.
• Import data from excel to CMDB table using transform maps.
• Working on Service Catalog and developing various order guides and record producers and created several UI policies and Catalog client scripts.
• Designed a portal, to provide end users ease of access while creating requests. Made several enhancements to the portal based on the feedback received from users.
• Helping the Content Management(CMS) team in designing the portal and showcasing it into a user-friendly environment.
• Writing custom scripts for automating the process and integrating the service with external applications.
• Configured the network to allow MID Server network connectivity to the ServiceNow instance over TCP port 443.
• Managed data with Tables, the CMDB, Import Sets, and Update Sets.
• Created suggested relationships for configuration items in CMDB.
• Worked on DISCOVERY and set up mid servers and check for the connectivity, became an expert in troubleshooting Discovery tool.
• Interacting with various areas in the system to develop the organization and to enhance the use of various applications.
• Worked in Installing PORT 995 to securely use POP 3 to receive emails from a remote server and a way to download emails on the client’s local computer.
• Scheduling various jobs that run automatically and are triggered whenever needed.
• Created HR cases for employees to record the processing of HR requests, such as a request from an employee for a leave of absence.
• Created, Developed and implemented HR cases for automated HR processes, such as employee onboarding and offboarding
• Created various front-end forms, and associated Client Scripts, UI policies, including advanced customizations that require modification of UI Pages/Macros.
• Loading the data into ServiceNow using Transform Maps, whenever information is received from external sources.
• Developed scripts for scoped applications using scoped API’S and integrated ServiceNow with Google maps using these applications
• To make the process much simpler, I have created various workflows and associated them to respective tables to ensure smooth working process.
• Configured dashboards to display multiple performance analytics, reporting and widgets on a single screen and created stories to share the data with multiple users.
• Tracked and aggregated data over the time to measure tickets resolved per assignment group with performance analytics.
• Distributed reports with current state of incidents data and check the priority of each incident open for various tables.
• Creating and developing roles in development environment which can be assigned to users based on their functionality thus restricting their access to the entire system of ServiceNow and giving them, limited access based on the requirement.
• The scripting and integrations that I have done in my project were handy all the time and easily understandable by all the members of the team.

Confidential, Clearwater, FL

Service Now Developer

Environment: CMDB, Service Now, CSS, Java Script, HTML, SOAP, JSON, XML, Agile, AJAX, Shell scripting, Integrations, ITIL, Web services.

Responsibilities:

• Technical implementation of various ServiceNow modules such as Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management.
• Implemented best practice of ServiceNow Scripting, which enhanced the System performance.
• Maintained and administered the implemented instance of ServiceNow and performed tasks such as Configuring Users, company, site, location and other existing fields, Support Groups, assignment rules, categorizations, CI data, SLA etc.
• Involved in implementing Service Catalog and Request Workflow Design and Configuration.
• Created various front end forms, and associated Client Scripts, UI policies, including advanced customizations that require modification of UI Pages/Macros.
• Communicated with end users, identifying their difficulties and changing the applications as per their requirements.
• Experience in Email Integration, LDAP integration, External Web Services Integration (both SOAP based and REST based) in ServiceNow.
• Created Service Catalog items, wizards, record producers, task interceptors, and user guide help documentation.
• Implemented Risk Management for the Risk evaluation of the change Request associated with the Configuration Item.
• Strong understanding of ITIL concepts including process knowledge in all service lifecycles.
• Created notifications based on user requirements and configured inbound email actions to create incidents or requests.
• Developed Transform maps to map values between Import Set and ServiceNow tables for incoming data from external sources.
• Participating in meeting with SME’s and Project Managers to analyze the requirements and developing the workflow design of request items using Agile Methodologies.
• Designed Workflows, along with standard Workflow templates which can be reused.
• Planning and coordinating the execution of Implementation along with Technical/Business validations post every Maintenance/Major release in ServiceNow.
• Configured UI Page and UI Macro using the Jelly and JavaScript.
• Expertise on using DISCOVERY to load configuration information to CMDB.
• Involved in customization of forms for various ServiceNow applications.
• Designed and created homepages including basic reporting, gauge configuration and dashboard presentation.
• Involved in performance tuning of the ServiceNow and worked on System Diagnosis.
• Involved in documentation of business processes, functional requirements and conduct information flow analysis and process modeling within and across multiple business streams.
• Managed a team of offshore developers and getting them aligned with the process.
• Scheduled cloning and migration of data from instances with ServiceNow.
• Worked on Configuring rules, monitors and management packs in SCOM and involved in testing reports for correct mapping of the objects and data.
• Involved in various ServiceNow customizations as per client's requirement and in migration between various ServiceNow instances using Update Sets.
• Prepared documentation for requirements, design, installation, unit testing and system integration of ServiceNow.
• Worked on Glide Ajax and Glide Records for scripting and UI actions.
• Created user manuals for all the users on using Info View and exporting reports to various formats.
• Managing ServiceNow (Change Management) ITIL Automate and standardize business processes for all Go-Lives.

Confidential

Service Now ADMIN

Environment: CMDB, Service Now, CSS, Java Script, HTML, SOAP, JSON, XML, Agile, AJAX, Shell scripting, Integrations, ITIL, Web services.

Responsibilities:

• Implemented Core configuration changes to the platform as well as supporting applications.
• Used system logs to view information about system activity (i.e. Work Flow, Configuration, Transaction, Email, Events, System and Upgrade logs).
• 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.
• Creation and Estimation of efforts for software change requests or enhancements.
• Team Progress Tracking.
• Incident Management and Problem Management activities.
• Reviewing SLA performance and recommend corrective action.
• To follow up on escalations and issues with clients and management.
• Prepare Outage reports.
• Performing and communicating Daily health checks to Management across Clients
• Service Catalog (Request Item, Order guide and record producer) has been created based on client requirements.
• Worked as an Architect to in corporate the requirements in the Service Now tool in an optimal way.
• Coordinated with various stake holders and offshore team on day to day issues.
• Manage ITIL Processes monitoring overall system performance using the System Performance and System Diagnostic dashboards. Integrating Service Now with other systems and customization.
• Technical implementation of various Service Now modules such as Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management.
• Developed Team Performance and involved in grooming & mentoring team members on various processes.
• Create data fix scripts for data corruption issues and perform Root Cause Analysis.
• Involved in daily, weekly and monthly meetings with client on the work progress and discussions on the upcoming work.
• Educating end users on the usage of service now applications like incidents, problems and service catalogs.

Confidential

Java Web Developer

Environment: JAVA, J2EE, Oracle 12c, Web logic 8.0, JUNIT, JavaScript, XML, CSS, HTML, UNIX, HP-QC ALM, SQL, PL/SQL. spring 3.x, Hibernate, Angular JS, CSS, Java Script, HTML, SOAP, JSON, XML, Agile.

Responsibilities:

• Implemented Graphical User Interface design and worked on HTML, DHTML, XML, XSL, CSS and client validations using Java script.
• Involved in developing Web Services (SOAP) to support internal and external requests.
• Worked on HTML, CSS, JavaScript, Java, Spring MVC and WebSphere.
• Implemented the modules using Model - View-Controller (MVC) design pattern.
• Participated in department wide initiatives to address long term business, technical, and performance goals.
• Tested the application using Use cases and used Use cases for identify and clarify requirement and agile methods for building the software.
• Involved in designing, creating, reviewing Technical Design Documents.
• Worked with other internal IT teams to complete project activities (Architecture and Database teams)
• Designed database Queries for updating, insertion and retrieval of asset information and rates.
• Written Stored Procedures and packages for database operations.
• Performed Unit and system testing of application code as well as execution of implementation activities.
• Used jQuery and AJAX for service calls on pages to interact with the server for information.
• Performed Identification, documentation and estimation of technical tasks of varying sizes and levels of complexity of the project.
• Used Oracle stored procedures, triggers, functions and packages.
• Code reviews for the Servlets to get high performance and coding Java Classes.
• Interfaces were developed to the database with the help of JDBC drivers for Oracle
• Developed user interface screens using JSP, JQuery, JSON, HTML, CSS, JavaScript, AJAX and JSP Custom Tags.
• Used JDBC calls to update the database at the application server
• Wrote SQL queries and PL/SQL procedures for JDBC.
• Participated and provided feedback in code analysis and reviews.
• Installation, configuration and maintenance of Apache-Tomcat.
• Designed cross browser compatible web pages.
• Developed XML related APIs in Java as XML is the data transfer standard used for communication between applications.