SUMMARY

• 7 Years of experience in all phases of Software Development Life Cycle (SDLC), quality management systems and project life cycle processes.
• 3+ years of experience in ServiceNow platform as both Developer and Administrator.
• Configured Applications using Service - Now tool used in ITIL Management. Strong understanding of ITIL V3.
• Deep functional and technical knowledge of the Service Now platform as well as experience delivering medium to large-scale Service Now implementations.
• Experience in Installation and Configuration of different modules of Service-Now.
• In-depth knowledge of the technical implementation of Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management, Reporting, Discovery and Integrations.
• ServiceNow applications implemented: Incident, Problem, Change, Configuration, Asset Management, Software Asset Management, Contract Management and Procurement.
• Experience in designing, developing & administering ITSM suite of applications, AR System 7.x, Asset Management, SLM 7.X and WebServices.
• Deftness in carrying out implementation, troubleshooting, development and configuration of BMC Remedy and ServiceNow Applications
• Strong technical knowledge of AR System Platform and ITSM Products(Incident Management, Change Management, Problem Management, Asset Management, SLM, SRM, CMDB, AIE)
• Having experience in developing Web applications using Java & J2EE technologies based on in-depth knowledge of Object Oriented Programming and Web Programming.
• Proficient in Design and Development of User Interfaces using HTML, CSS, Servlets and JSP proficient in programming using JSP.
• Integration Analyst responsible for Systems Engineering, Designing, Developing, Testing, and implementing specifications provided by the client
• Functional knowledge and implementation experience of IT Service Management (ITSM) frameworks and demonstrated project management skills and experience working directly with customers and clients.
• Have good experience on Agile scrum methodology.
• Experience in Application Architecture, Analysis, Technical Design, Development, Implementation, Performance Tuning, Testing
• Configuration Management and Release/Build management in all stages of Full Software Development Life Cycle (SDLC) of software applications using J2EE technologies.
• Attention to detail and complex problem solving abilities from operational and technical perspective.
• Excellent Interpersonal skills, Communication skills, Documentation Skills, problem solving ability, Analytical and Programming skills in High speed, Quality conscious and Multitasked environment.

TECHNICAL SKILLS

Products: Service Now, BMC Remedy ARS, BMC Remedy ITSM BMC Atrium CMDB 7.5,Java,JavaScript.

Tools: Remedy ARS (5.x/ 6.x/ 7.x), Remedy ITSM (6.x/7.x) (Incident, Change, Problem, Asset, SLM), Remedy Administrator, Developer Studio, Crystal Reports, BMC AIE, BMC Remedy Migrator, BMC Dashboards, BMC Atrium CMDB (2.x/ 7.x), BMC Service Request Management 7.6, HP DDM (Discovery and Dependency Mapping), BMC ADDM, xMatters

Internet: Remedy Mid-Tier, Remedy Web Services, HTML, JavaScript, XML, JSON

Reporting Tools: Crystal Reports 9, Remedy Reports

Technologies: Java Script, HTML, VB,Ajax,Agile.

Databases: Oracle 8, 9, 10g, Ms Access, Ms Sql Server.

Operating Systems: Solaris, Windows, UNIX

PROFESSIONAL EXPERIENCE

Confidential, Middletown, NJ

ServiceNow Developer/Admin

Responsibilities:

• As a part of support activity resolve incidents by provided with proper root cause investigation.
• Perform day to day administration of the Service-Now tool Maintain business services and configuration item relationships in Service-Now tool.
• Develop and manage application code, user interface, and third-party integration components
• Develop necessary development documentation as needed (e.g. technical design, developer notes, etc.)
• Performs core configuration tasks including system policies, business rules and client scripts.
• Manages users, groups and roles
• Manages data with Tables, the CMDB, Import Sets, and Update Sets.
• Creates Workflow activities and approvals. Implement new workflows that use a variety of activities to understand how records are generated from workflows
• Performs migration activities (Dev to QA, QA to Prod)
• Coordinates Service Catalog options, including two-step checkout, cart controls, and variables
• Investigate performance issues, learn troubleshooting tools, and use system logs to find issues
• Coordinates installation of ServiceNow upgrades and/or service packs.
• Develops and manages the preparation of systems, test criteria and control for upgrades, service packs, new functionality, enhancements or error correction.
• Develops and improves user systems procedures, and prepares systems documentation.
• Establishes and maintains effective communications with customers, other technology specialists, and vendors about services.

Environment: ServiceNow, ITIL, Javascript, JellyBeans, Web Services, XML, DHTML, JQuery, JSON

Confidential, San Rafael, CA

ServiceNow Developer

Responsibilities:

• Use & Administration of common platform applications: Knowledge Base, Service Catalog, Workflows, SLA's, Reporting etc.
• Core Application Administration: Policies & Interactions, Application Security, Events & Notifications.
• Managing client scripts, UI policies, UI actions and Data policies.
• Moving data in and out of an instance using import sets and transform maps and also auto import of data into service now.
• Defining Service Level Agreements (SLAs), notifications, and reports.
• Develops new applications from beginning to end.
• Maintains existing applications. Creates code that meets system standards.
• Integration of service now with LDAP for authentication.
• Integration of Service Now with BMC Remedy for ticket creation on change submit.
• Subject Matter expert on Incident Management, Change Management Process and Knowledge article.
• Recommends appropriate design alternatives to be implemented based on customer constraints.
• Developsconversion plans and procedures.
• Develops and executes plans and procedures for data conversion, customer acceptance criteria and installation strategy.
• Migration of customizations from one instance to other instance.
• Ongoing Maintenance.

Environment: ServiceNow, ITIL, Javascript, JellyBeans, Angular JS,Web Services, XML, DHTML, JQuery, JSON

Confidential, El Segundo, CA

ServiceNow Developer/Admin

Responsibilities:

• Involved in technical implementation of various ServiceNow modules such as Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management.
• Implementation of changes to improve automation and efficiencies in ServiceNow.
• Worked on Managing ServiceNow (Change Management) ITIL Automate 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.
• Developed automated mappings to schedule the load of flat files on daily, weekly and monthly basis.
• Planning and coordinating the execution of Implementation along with Technical/Business validations post every Maintenance/Major release in ServiceNow.
• Worked with client and management to resolve issues and validate programming requirements within their areas of responsibility.
• Managed ITIL Processes monitoring, overall system performance using the System Performance and System Diagnostic dashboards.
• Integrating ServiceNow with other systems and customization.
• Worked on various front end forms, and associated Client Scripts, JavaScript, UI policies, including advanced customizations that require modification of UI Pages/Macros.
• Implementation of changes to improve automation and efficiencies in ServiceNow.
• Responsible for Development Team Performance and involved in grooming & mentoring team members on various processes.
• Involved in Creating new groups and adding users to the groups in ServiceNow.

Environment: Remedy ServiceNow Calgary/Berlin/Aspen,Windows2005,Sql*Loader, Import/Export.

Confidential, Orlando, FL

Java Developer

Responsibilities:

• I worked on several of the UI's for the Walt Confidential World Parks and resorts.
• The applications are implemented using a JSF framework for the front end and Java web services (Soap) and Restful Services for the backend business logic.
• I strive to be agile helping others when needed as well as being proactive trying to locate and resolve problems quickly.
• Developed new java functionality for the American Disabilities Act (ADA) requirements on Confidential LILO resort application.
• Implemented several functionality changes on the Magical Celebration application including Hibernate query performance enhancements.
• Coded several new screens using the JSF technology and used Java for the business logic functionality for a major upcoming LILO application release

Environment: Oracle 10g, Web Logic 12.1, JDeveloper, Java/J2EE, Struts 2, XML,XSLT, Maven, Hibernate, SOAP, JAXB, Soap UI, JSF rich faces.

Confidential

Java Developer

Responsibilities:

• Designed and implemented User management and Reports management modules in Eclipse3.0.
• Implemented the user interface for the User management such as add user, delete user, modify user.
• Implemented the Business logic using JSP, JSTL, Java Beans, and Service Classes.
• Implemented the UI using Java Server Pages, HTML and CSS.
• Implemented user and Client Side validation using Java Scripts.
• Created web pages using spring MVC Framework
• Created Database Triggers, Stored Procedures and functions using PL-SQL.
• Developed unit test cases using JUnit
• Deployed the application in Apache Tomcat 6.0.18 web server.

Environment: Java, Servlets, JSPs, Struts 1.3, MySQL, SOAP, Apache Tomcat web server, JSON, JDBC, JUnit, HTML, XML, hibernate, Java Script, CSS, Agile Environment.

Confidential, Tukwila, WA

BMC Remedy Developer

Responsibilities:

• Played the role of a Implementer of entire Remedy ARS & ITSM suites
• Worked on Multiple High Availability environments with multiple AR servers with shared database.
• Integration with LDAP Active directory & auto population of people data in Remedy.
• Integration of third party web application with remedy through inbuilt remedy web services. Used CREATE,
• SET and GET operations for automation of ticket in remedy.
• Web based application has invoked remedy web services for creating and updating of remedy tickets.
• Installation of BMC Topology discovery tool and configured to integrate with BMC remedy ITSM CMDB Suite.
• Integration with BMC Remedy and Netcool for inflow of alarms which created tickets in remedy.
• Standard ITSM Configuration, SLA Configuration, Email Configuration
• Involved in Developing the Forms, Workflows & Building Applications.
• Using the AR Migrator tool to deploy objects from the Development to UAT and UAT to Production.

Environment: Remedy ARS 7.1, Midtier 7.1, Approval Server 7.1, Assignment Engine 7.1, CMDB 2.0, Service Desk 7.0.3 Change Management 7.0.3 SLM 7.0.3, Sun Solaris10, Oracle 10g.