SUMMARY

• 8+ years of experience in the field of information technology, proven ability to leverage technology to improve business processes, with special expertise in requirements analysis, involved in Software Design, Development, Analysis, Testing, Maintenance and Implementation of business applications for 3+ years as Servicenow Developer and 5 years of experience in Oracle pl/sql database development.
• Proficient in Database/Infrastructure support, monitoring and performance tuning, data modeling, development of stored procedures, packages, triggers etc.
• A ServiceNow Technology Analyst with experience on implementing end - to-end Service Catalog, Incident Management, Configuration & Asset Management, Change Management and Release Management with extensive knowledge on Content Management System.
• Gathering requirements and converting BRD’s into technical requirements. Created design patterns & implementation plans for ServiceNow enhancements.
• Design and engineer solutions leveraging all appropriate components offered by Service-Now to answer the needs for business workflows, ticketing or other ITSM requirements.
• Involved in working with process owners to develop workflow, implement the workflows in Service Applications and administer the tools and enhanced requests by java script.
• Developing java scripts and configuring workflows to implement additional features, customizations and enable the process flow.
• Post roll out production support. Experience of handling Bug Fixes and Enhancement requests.
• Configured Service Level Agreements to define certain levels of service from both internal and external providers.
• Developed solutions using JavaScript, WebServices, SOAP and other web technologies to integrate ServiceNow with internal/ external systems and tools.
• Proficient in writing SQL queries in Oracle proprietary standard.
• Very strong in writing simple and complex SQL queries using DML, DDL, Table joins, Group functions, Grouping sets (Cube, Rollup), Grouping functions, Analytical functions, Connect by for hierarchical queries, Partition by clause towards Reports and Application development.
• Developed Complex SQL queries using various joins and developed various dynamic SQL’s thorough out the projects.
• PL/SQL:
• Extensively experience in designing and developing pl/sql subprograms.
• Implemented packages to achieve modularity, easier application design, information hiding, and better performance.
• Developed PL/SQL procedures for business rule validations, applying transformations, interfaces to UI screens, and for processing data.
• Explored Bulk Loading and Batch Processing features of PL/SQL.
• Proficient in using Cursors, Ref-Cursors, Table Functions, Functions, Collections, SQL Types and Sequences.

TECHNICAL SKILLS

ITSM Tools: ServiceNow, Berlin/Calgary/Dublin/Eureka/Fuji

Languages: SQL, PL/SQL, UNIX, Shell Scripting, XML, JavaScript

Data Bese: Oracle Applications 9i, 10g and 11g

GUI & Reporting Tools: Oracle Data pump, Toad Putty, WinScp, VPN, and MS Office.

Operating Systems: Windows, UNIX Sun Solaris 2.6, Red Hat Linux 4.x/5.x Enterprise Linux 4.x, 5.x

Testing Tools: HP quality center, Rational Clear Quest, JIRA

PROFESSIONAL EXPERIENCE

Confidential, Camp Hill, PA

Sr.ServiceNow Developer

Responsibilities:

• Implemented, documented and maintained the Service-Now platform to meet specific business needs to support ITIL and business processes.
• Created reports, workflows, data imports for Incident, Problem, Service Request, and Change Service Nowmodules
• Responsible for gathering requirements and customizing for CTI integration for organization from the scratch.
• Created and Maintained foundation data - User Accounts, Approvers, Support Groups.
• Create new service catalog requests and items with variables
• Developed UI Appearance for Service Catalog Requests
• Create, monitor, modify, and publish service catalog workflows with approvals
• Designing, configuring and customizing new applications and modules. Assisting in troubleshooting patch / release management issues.
• Build reports, gauges, and home pages.
• Create and use update sets to move customizations between systems.
• Search, populate, and customize the knowledge base.
• Writing Business Rules, Client scripts, UI Policies and UI Actions to customize the instance as per Business needs
• Developed operational requirements documentation and train operational staff to maintain solution.
• Configuration of Email Notification and Alerts to notify users about specific activities in the system
• Use business analysis skills to directly interface with customers to design and build applications that meet business goals and objectives.

Environment: JavaScript, Java, Html, CSS, Glide Script, Service Now, Web Services

Confidential, Nashville, TN

ServiceNow Developer

Responsibilities:

• Customized UI Appearance for Problem and Change Management Application which is simple, intuitive and easy to use,
• Setting up Change Management along with Advanced Risk Assessment Calculator (on a script include level).
• Configuration of Email Notification and Alerts to notify users about specific activities in the system such as updates to Change and Problem requests.
• Utilized Java Scripting in Business Rules, Client scripts, UI Policies and UI Actions to deliver solutions that automate and audit business processes. to customize the instance as per Business needs
• Responsible for access control, security, minor enhancements such as form or workflow editing, and UAT/Regression testing of any development.
• Created reports, workflows, data imports for Incident, Problem, Service Request, and Change Service Nowmodules
• Responsible for gathering requirements and customizing BusinessService Catalogs for AIG organization from the scratch.
• Created and Maintained foundation data - User Accounts, Approvers, Support Groups, Sites, Production Categorizations, and Templates
• Involved in providing the design solution, technical methodologies and processes solution to meet the customer requirements.
• Manage and coordinate activities during the overall ticket life cycle in Incident and Problem Management
• Involved in working with process owners to develop workflow, implement the workflows in Service Applications and administer the tools and enhanced requests by java script
• Performing quality assurance testing and user acceptance testing.
• Responsible for preparing design level, program-level and user-level documentation.
• Involved in the complete end to end cycle of coding, testing, debugging, maintaining and refining the computer software in Service Now to produce the required product in an Agile development environment
• Created Procedure guidelines used in supporting Technology and Application issues.
• Implemented, documented and maintained the Service-Now platform to meet specific business needs to support ITIL and business processes.
• Configured Service Level Agreements to define certain levels of service from both internal and external providers
• Responsible for maintaining and growing data held within Service Now such as our users, locations, configuration items, service catalog items.
• Use business analysis skills to directly interface with customers to design and build applications that meet business goals and objectives.

Environment: JavaScript, Java, Html, CSS, Glide Script, Service Now, Web Services

Confidential, PA

ServiceNow Developer

Responsibilities:

• Implemented, documented and maintained the Service-Now platform to meet specific business needs to support ITIL and business processes.
• Utilized Java Scripting to deliver solutions that automate and audit business processes using UI Policy, Client Script, UI Action and Business Rules.
• Configured Service Level Agreements to define certain levels of service from both internal and external providers
• Responsible for maintaining and growing data held within Service Now such as our users, locations, configuration items, service catalog items.
• Application UI Configuration
• Development of requirement integration components (SSO, LDAP, SOAP)
• Converted the Service Catalog into a fully functional website using Content Management module.
• Design and Configuration of workflows
• Configuration of Email Notification to alert users on ServiceNow activities.
• Use business analysis skills to directly interface with customers to design and build applications that meet business goals and objectives.
• Design, configure and Implement ServiceNow components to meet specific business needs to support ITIL and business processes that are simple, intuitive and easy to use, allowing customers to extend and customize.

Environment: JavaScript, Java, Html, CSS, Glide Script, Service Now, Web Services

Confidential, Parsippany, NJ

Oracle PL/SQL Developer

Responsibilities:

• Responsible for Development, Enhancement, Support and Maintenance of the aCAT, pCAT and CDF applications
• Effectively Re-factored existing Code/Design and various Process to meet the system specifications and fit into weekly, Monthly and Quarterly cycle windows leaving certain amount of Buffer to investigate or re-run when necessary
• Made use of advanced features such as Analytical Functions, Model Clause and Table Functions, Multi table inserts of 10G to improve Efficiency, Readability and maintainability of Code
• Effectively made changes to DATA-MODEL to support various weekly and Ad-Hoc reports by gaining significant increase in performance
• Defined Views and Materialized views for simplifying reporting queries and performance also effectively made use of Query re-write where that change in view or objects has a significant impact on downstream system
• Performed Query optimization and PL/SQL tuning to maximize performance

Environment: Oracle 9i, SQL, PL/SQL, SQL*plus, SQL*Loader, Windows XP, Shell Scripting, Informatica, PVCS Tracker, PVCS Version Manager.

Confidential

Jr. Oracle PL/SQL Developer

Responsibilities:

• Developing packages, procedures, functions, and triggers for the application.
• Using UNIX environment for performing the testing
• Performing the tests on the newly coded procedures and documenting the same.
• Writing technical documents using the functional specifications
• Writing PL/SQL code using the technical and functional specifications
• Creating Oracle objects like tables, types, context, packages, procedures and functions.
• Automated sql loader using shell scripting
• Involved in Development of the Server side applications.
• Understanding the requirements using functional documents and client specified documents
• Optimized the queries to improve the performance of the application

Environment: ORACLE 8i, PL/SQL, Developer 2000, Java, Servlets, JSP, Struts, JDBC, UNIX, SQL*loader, Unix Shell scripts, Oracle 9i, Unix, Windows, PVCS Tracker, PVCS Version Manager