SUMMARY

• Over 7+ years of experience in application design and development in various ITSM frameworks like HP Service Manager and Service Now
• Over 4+ years of good experience on ServiceNow Development, Maintenance and Administration.
• Well versed in all stages of software development life cycle, from conceptual design through entire development life cycle covering requirement analysis, designing, coding, testing and implementation.
• Extensive experience on banking domains like Investing banking and we Wealth Management.
• Strong knowledge in in all phases of Software Development Life Cycle (SDLC) for enterprise applications
• Experience in Service Management and Service Delivery Process (ITIL Frame Work).
• Good experience in developing workflows and in customizing the applications in ServiceNow using Java script, Jelly, AJAX, HTML and DHTML.
• Experience in creating the custom Applications, Modules in ServiceNow as per the requirements
• Experience in working on the ITIL Process Configurationlike Incident and Problem Management, Change Management, Knowledge Management, CMDB, Asset Management and Service Catalog Management in ServiceNow.
• Experience on various ServiceNow customizations as per client's requirement.
• Experience on the Implementation and maintenance of Business Rules, Client Scripts
• Experience in configuring the SLAs for various ITIL processes as per the client requirements
• Change management experience using Update Sets, Import Sets in ServiceNow
• Experience in working with the workflows using ServiceNow workflow editor
• Expertise on defining workflows in Service Catalog items, Approvals and Dynamic tasks in ServiceNow
• Experience in working with UI Actions, UI Policies, UI Macros and Data Policies in ServiceNow
• Excellent experience in ServiceNowAdministration and Production support.
• Hands on experience working in WAMP (Windows, Apache, MYSQL, and Python/PHP) and LAMP (Linux, Apache, MySQL, and Python/PHP) Architecture.
• Experienced in developing web - based applications usingPython, Django, PHP, XML, CSS, HTML, Java Script and JQuery.
• Knowledge in Design and development of CMDB (Configuration Management) in ServiceNow.
• Experienced in complex transform scripts in transforming the data into the SNOW database.
• Experience in working with Content Management System(CMS) using Jelly Script and UI Macros
• Extensive experience in Access Control Lists (ACLs).
• Used Hibernate as ORM to map Java classes to data base tables.
• Expertise in doing CMDB bulk data, load data reconciliation with the help of transform map and transform script.
• Experience in Networking, Core Java with strong understanding and working knowledge of Object Oriented Concepts like Collections, Multi-Threading, Exception Handling and Polymorphism.
• Knowledge in Service Watch, Performance Analytics.
• Extensive experience of integrating ServiceNow with 3rd party tools with SOAP and REST services
• Experienced in different custom applications for automating the business processes of customer.
• Configured SAML 2.0 SingleSign-on authentication, OKTA Single Sign-on authentication.
• Experience in application development using various advanced features of Oracle like Bulk Collect, Autonomous Transactions, Dynamic SQL, and Collections.
• Experienced in writing complex PLSQL Procedures or Functions using advanced PL/SQL concepts.
• Proficient working experience in SQL, PL/SQL, Stored Procedures, Functions, Packages, cursor, ref cursor, DB Triggers, table partition, Performance Tuning, SQL*Loader, and Indexes.
• Expertise in developing both Logical Modeling and Physical Data Modeling using Erwin.
• Extensively worked on Business Objects Administration. Uploaded the reports and created users and groups and setting the rights on them using Central Management Console (CMC).
• Provided assistance to clients with thoughtful experience and excellent communication skills with outstanding skills in problem solving and analysis.
• Excellent work ethics, self-motivated, quick learner and team oriented.

TECHNICAL SKILLS

ITSM Tools: ServiceNowBerlin /Calgary/Dublin/Eureka/Fuji/Istanbul, ManageNow, ITSM Suite, HP Service Manager

Languages: C, C++, SQL, Shell Scripting, JavaScript, VBScript

Database: Oracle 8.x/9i/10g/11g, SQL Server 2000/2005/2012, MySQL 5.0/4.1, MS Access, DB2

Operating Systems: Windows, Unix, Linux

Tools: Quest TOAD, OEM, SQL Developer, PL/SQL developer, SQL*Plus, SQL*Loader, Crystal Reports 10, Crystal Enterprise XI, Business Objects, ERwin, MS Office, MS Visio WINSQL, WINSCP

IDE’s: Eclipse, Net Beans.

Web Technologies: Html5, Css3, PHP, Java Script, JSP, JSON, AngularJs, Jquery

PROFESSIONAL EXPERIENCE

Confidential, AZ

Sr. ServiceNow Developer/Admin

Responsibilities:

• Involved in analysis of 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.
• Developed solutions in the service-now platform that are ITIL V3 compliant and defined business solutions for ITIL users.
• Designed and implemented new functionality using UI Policies and Data Policies
• Implementation of different Applications, Modules, Tables and Views as per client's requirement
• Setup the process for Incident Management, Problem Management, Knowledge Management, Change Management, Asset Management and Service Catalog.
• Involved in coding the Business Rules (Server Side Scripting), Client Scripts (Client Side Scripting), Script includes in the ServiceNow
• Automated the creation/removal of user accounts in Active Directory and Microsoft Exchange server using Service Now Orchestration.
• Used various Service Now Orchestration activities like SOAP Request, Create AD Object, Disable AD User Account, Query AD, Reset AD User Password, Join Domain, Restart Windows Server, File Copy, Run SCP and Amazon EC2 Change State.
• Worked on the Integration of Service Now with Siebel, integrated ServiceCatalog and Incident module.
• Involved in various ServiceNow customizations as per client's requirement.
• Used Sql to extract data from Google BigQuery for data analysis and Weekly reports.
• Worked with business analyst to create and modify Service Catalogs and Request Workflow Designs.
• Designing the Content Management System for Varian system which involved CSS, Service catalogs
• Responsible for creating various workflows for Incident Management, Change Management, Service Requests and SLA's.
• Created Async calls using JQuery AJAX.
• ITSM process framework documentation. Developed training and process documentation for processes listed, plus service Level Management.
• Contributed to the Architecture and technical aspects of the Service now implementation and operation project, independently making project related decisions, provides project status reports to project sponsor.
• Day to day support of vRealize Automation.
• Experience in AngularJS controllers, views, and services for new website features.
• Extensive experience with Angular JS directives ng-app, ng-init and ng-model for initialization ofAngularJS/Angular2 application data
• Defined processes around ITSM, documenting them and communicating them to business users.
• Design, configure, execute, and manage Enterprise PPM tool for demand management.
• Worked on the latest release Istanbul which is the advanced release and discovered Service now upgrades.
• Involved in customization of forms for various ServiceNow applications.
• Involved in migration between various ServiceNow instances using Update Sets
• Worked on loading the data into ServiceNow using import sets
• Developed PPM training materials and procedures manuals.
• Involved in implementing the complete Application in the in-build Spring MVC Architecture with Angular JS.
• Used JavaScript and JSON to update a portion of a webpage.
• Imported Configuration Items(CI) from third party applications using import set tables
• Experience in configuring email notifications in ServiceNow
• Has been part of end user self-service portal management.
• Automated Testing Framework now available for the Service Catalog Items.
• Configured end to end process for Knowledge management, and worked on the knowledge Centered Support (KCS) plugin.
• Created set of reusable vRealize Orchestrator scripts for automation purposes.
• Worked on creating users, roles, groups and Configured LDAP Server and LDAP Listener for updating the user and group table record
• Created various crystal reports such as monthly reports SLA reports etc. on demand as well as scheduled reports.
• Defined Functional specification for configuring/customizing Industry Leading ITSM based solutions.
• Load the data to service-now objects using import sets on daily, weekly, monthly and on demand
• Responsible for creating homepages including basic reporting, gauge configuration and dashboard presentation.
• Worked on upgrade from Fuji to Istanbul, owing to flexible enhancements by Istanbul.
• Created and loaded catalog items and record producers.
• Created various Catalog Client Scripts and Catalog UI Policies.
• Involved in running the daily and weekly jobs to push the data into the application using Import Sets and Transform Maps.
• Used Angular MVC architecture and two-way data binding techniques in the development of the application.
• Defined and configured DISCOVERY in schedules and Worked on DISCOVERY and set up mid servers and check for the connectivity
• Loaded Assets and Configuration Items, Created relationships between Cis and Assets
• Created In bound web services using Scripted Web Services and Import Set Web Services between Service Now and procurement Systems.
• Worked on Integration using SOAP / WSDL / RESTFUL.
• Integrated with BMC Remedy using SOAP Messages and Scripted Web Services.
• Created various outbound Email Notifications using Email Templates.
• Generating weekly reports and metrics for IT management.
• Configured metrics for indicating KPI of the Industry in different measure.
• Created many standard workflows which are being re-used and propagated.
• Documented business processes, functional requirements and conduct information flow analysis and process modeling within and across multiple business streams.
• Maintain the integrity of the service-now tool across production and non-production environments.
• Provide training on service-now process, operations and capability to all required teams.
• Involved in production support for all the Service-Now related issues.
• Integrated Twilio with ServiceNow for Voice Alert Notification using REST API.
• Configured Scheduled Data Import for importing data files from remote server location by SFTP/FTP.
• Integrated Microsoft SCCM with ServiceNow for pulling the entire configuration item into ServiceNow.
• Designed the layout, CSS, dynamic content for the End User Self-Service Portal design.

Environment: ServiceNow Dublin/Eureka/Fuji/Berlin/Calgary/Istanbul, Windows 11, XML, Angular JS,Oracle 11g, Toad, SQL*Plus, SQL*Loader, UNIX.

Confidential - Herndon, VA

ServiceNow Developer/Admin

Responsibilities:

• Communicating with end users, identifying their difficulties and changing the applications as per their requirements.
• Created various front end forms, and associated Client Scripts, UI policies, including advanced customizations that require modification of UI Pages/Macros.
• Configured UI Page and UI Macro using the Jelly and JavaScript.
• Use the Demand application to prioritize business ideas and generate and manage strategic demands.
• Managed end user portal and created dynamic, static block for the content management system.
• Implemented best practice of ServiceNow Scripting, which enhanced the System performance.
• Designed Workflows, along with standard Workflow templates which can be reused.
• Strong knowledge of the server side scripting Business rules and Script Includes.
• Implemented ServiceNow ITSM applications using ITIL V3 services best practice processes, methods, testing, and training projects for multiple, diverse organizations.
• Worked with windows team, network team and Asset team in order to check for the data collected through discovery is accurate.
• Worked on PPM project management and demand management
• Good understanding of Integration with these varieties of protocols: SOAP, JDBC, and ODBC.
• Good knowledge on Single Sign on and event based Integrations.
• Created a Standalone web Application through which Users run reports on demand and see the aging reports.
• Implemented the Human Resources Service Management in ServiceNow.
• Worked on HR Case Management, HR Tasks, HR Knowledge and policies articles
• Created Custom Case Categories, Setup Case Approval workflows
• Performed Operation Readiness Test for the configured ITSM Supported and facilitated UAT.
• Created Custom reports and dashboards for the HR team for Case Management Module
• Orchestrated the efforts of vendors, and internal divisions/departments to internalize new IT Asset Management processes.
• Developed the interactive web pages using Angular JS 1.5 framework.
• Preparing Implementation Plan for every release in ServiceNow and provide Walkthrough to the entire team to execute the steps.
• Planning and coordinating the execution of Implementation along with Technical/Business validations post every Maintenance/Major release in ServiceNow.
• Implementation of Software and Change Management, ServiceNow Change Management.
• Implementation of changes to improve automation and efficiencies in ServiceNow.
• Build responsive application using AngularJS, NodeJs.
• Application compatible with mobile devices and different web platforms and browser. Consumed different plugins and angular modules and providers.
• Manage ITIL Processes monitoring overall system performance using the System Performance and System Diagnostic dashboards. Integrating ServiceNow with other systems and customization.
• Managing ServiceNow (Change Management) ITILAutomate and standardize business processes for all Go-Lives. Consolidating all global IT to a single system of record.
• Involved in daily, weekly and monthly meetings with client on the work progress and discussions on the upcoming work.
• Responsible for Development Team Performance and involved in grooming & mentoring team members on various processes.
• Integrated Microsoft Translator with ServiceNow for translating the different string.

Environment: ServiceNow Berlin/Calgary, Windows 10, Oracle 11g, AngularJs,WINSCP, SQL*Plus, JavaScript.

Confidential - Morristown, NJ

ServiceNow/Report Developer

Responsibilities:

• Involved in creation of functional and technical design documents as per the requirements from the business team
• Involved in requirement gathering sessions
• Involved in creation of ServiceNow applications, modules, and tables as per requirements
• Involved in customization of forms for various ServiceNow applications
• Involved in creation and configuration of business rules, client scripts as per the required functionality
• Involved in setting up the SLA as per the requirements
• Involved in Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in ServiceNow
• Involved in configuring the UI Actions, UI Policies
• Experience with the other ITSM frameworks BMC Remedy and HP Service Desk.
• Worked on integrating ServiceNow with external SOAP and REST based web services
• Involved in integrating ServiceNow with BMC remedy
• Creating validation functionalities as both as in Server as in Client using Jquery and Bootstrap
• Loaded Catalog Items into Service Now from BMC Remedy
• Involved in creation of reports, dashboards in ServiceNow
• Providing solution and standardized the ITSM process in bid management for to satisfy the customers
• Developed Service catalog by creating new catalog items, designing workflows and execution plans.
• Involved in LDAP integration with ServiceNow for obtaining users and groups
• Created Record Producers, Order Guides and Catalog Client Scripts and Work flows
• Involved in the ServiceNow instance upgrade activities.
• Developed Inbound actions, contains a third-party email can generate an incident/request in service now
• Involved in cloning between various environments in ServiceNow
• Involved in loading of data into CMDB using discovery and file imports
• Worked on DISCOVERY and set up mid servers and check for the connectivity
• Involved in cloning activities like raising the request for cloning and excluding some tables to not come under cloning.
• Developed the responsive UI web pages using XHTML, jQuery, HTML5, CSS3, AngularJS 2.0, Java Script and AJAX.
• Developed application logic using Python, Java script, Java, C++.
• Involved in redesigning the workflows using ServiceNow workflow editor also involved in reconciliation of complicated workflows to simpler form.
• 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 integrating ServiceNow with tally for obtaining the order information
• Worked in the Eureka ServiceNow version

Environment: ServiceNow, JavaScript, HTML 5, Windows 7

Confidential, Atlanta, GA

ServiceNow Developer

Responsibilities:

• Involved in gathering the requirements from the business team and writing the technical design documents
• Maintained the versioning of the functional and technical specification documents in the SharePoint
• Implementation of Custom Applications, Modules, Tables and Views as per client's requirement
• Involved in configuring the Business Rules, Client Scripts, UI Policies, Data Policies in the ServiceNow
• Created server side scripts and client side scripts, script includes, scripted Web Services
• Set up the SLA for the various ITIL processes as per the requirement
• Involved in various ServiceNow customizations as per client's requirement.
• Involved in migration between various ServiceNow instances using Update Sets
• Worked on loading the data into ServiceNow using import sets
• Imported Configuration Items(CI) from third party applications using import set tables
• Experience in configuring email notifications in ServiceNow
• Involved in redesigning the workflows using ServiceNow workflow editor
• Involved in reconciliation of complicated workflows to simpler form.
• Setup MID Server used by Discovery and troubleshooting problems with the tool configurations.
• Worked on Configuring rules, monitors and management packs in SCOM.
• Involved in generating the on-demand reports and scheduling report generation in ServiceNow
• Followed the AGILE approach with 3 week sprint cycle and daily scrums
• Contribute to technical discussions, and be involved in the decision making process with other senior engineers to resolve product issues.

Confidential - NewYork, NY

PL/SQL/Report Developer

Responsibilities:

• Resolved functional issues in business processes through enhancements.
• Converted business logics to logical and then physical design of database systems.
• Performed tuning and optimization on SQL queries using analyze, explain plan, TKPROF utility, SQL Trace and optimizer hints.
• Extensively used SQL*Loader to load data from flat files obtained from various facilities every day.
• Generated server side PL/SQL scripts for data manipulation and validation and created various materialized views, global temporary table.
• Generated scripts for creation of new database objects like tables, views, sequences, functions, synonyms, indexes, triggers, packages, Stored Procedures, roles and granting privileges.
• Involved in data loading using PL/SQL and SQL*Loader, external tables and Kron jobs calling Unix (AIX) scripts to download and manipulate files.
• Developed automated Korn Shell Scripts to schedule the load of flat files on daily, weekly and monthly basis.
• Responsible for gathering the requirements for creating data models for data analysis and reporting.
• Regularly analyze review the Crystal Reports developed and make enhancements to them if recommended by the user.
• Developed cross tab reports, sub reports by using Crystal Reports version XI.
• Performed integration testing for checking complete functionality of various modules.
• Participated in daily status meeting to report any bugs, issues and risks.
• Provided 24*7 production supports for complex modules.

Environment: Oracle 10g, SQL*Loader, TOAD, PL/SQL, SQL*Plus, ERwin, Crystal Reports XI, SQL Server 2005, APEX, UNIX, Perl, ClearCase (Version Control), ClearQuest, Windows 2000/XP.

Confidential

PL/SQL Developer

Responsibilities:

• Developed PL/SQL Packages, Procedures and Functions for Various Extract Process run through UNIX Jobs.
• Coded PL/SQL Packages and Procedures using Bulk Binding, for all Statements, DynamicSQL and Cursor Variables.
• Tuned PL/SQL Packages and Procedure to manipulate large no of data using collections like nested tables and arrays.
• Tuned Large Complex Queries and Improved Performance of PL/SQL procedures.
• Created Schema Objects like Tables, Views, Materialized views, Sequences, Constraints, and Indexes.
• Generated Oracle FORMS and REPORTS using Designer 6i.
• Designed and Developed Reports using Oracle Discoverer 9i.
• Improved Performance of Discoverer Reports using Materialized views.
• Developed UNIX Shell Scripts for Autonomous Jobs.
• Experience in developing logical and physical database design, data modeling using Erwin.
• Provided Productions supports and ongoing user supports for the application.
• Designed Development Documentation and Support Documentations.

Environment: Oracle10g, Oracle FORMS/REPORTS (10g), Designer10g, TOAD, Oracle Application Server 9i and UNIX Shell Scripting.