PROFESSIONAL SUMMARY:

• Over 9 years of strong IT experience on Java and ITIL and over 4 + yearsof experience as a Servicenow Developer and Administrator in Banking, Financial and Healthcare domains and Service Catalog.
• Expert in ServiceNow 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.
• Experience in Implementation, design, development, documentation, deployment, and post-production support following Software Lifecycle using SDLC SCRUM.
• Implementing system security by using Access Control Lists (ACL) as per the client needs.
• Worked on integrating Service Now with external SOAP and REST based web Services.
• Hands-on experience on Governance, Risk and Compliance application (GRC)
• Designed and configured different workflows for various Service Catalog items.
• Good Knowledge of ITIL and ITSM best practices.
• Worked in Installation and Configuration of different modules ofServiceNow.
• Excellent team member with a strong ability to lead and balancemulti-project workload
• Hands on experience developing Content Management System (CMS) in Service Now.
• Worked with reporting in configuring Service Level Agreements (SLA).
• Responsible for the acceptance, identification, storage and withdrawal of all supported CIs.
• Created different Transform maps to import data into ServiceNow.
• Worked on End-to-End implementation of CMDB module using Discovery tool in ServiceNow.
• Provides daily support of Service Management Platform (ServiceNow), including Configuration, Integration, Customization, Scripting, Administration ServiceNow processes (User/Group management), Functions.
• Experience in web development (UI) using HTML 5, CSS 3, Angular JS and JQuery.
• Configured MID Server to import data from external sources.
• Maintained the Configuration Items and modified the forms and form Sections.
• Experience in generating different kinds of scheduled Reports and marking them as Gauges.
• Experience in creating Update Sets to migrate group of customizations from one instance to another instance.
• Extensive experience in writing Client Side and Server Side scripts.
• Participated in workshops (new technologies, enhancement) with ServiceNow partner teams to help company implement ServiceNow using best practices in ITSM.
• building enterprise-level web applications using micro services principles(SOA) architectural style.
• Hands-on experience on Governance, Risk and Compliance application
• Responsible for ensuring that all the CIs are registered and these records are correct and up to date.
• Open Source JavaScript Library:JQuery (Core, Selectors, Attributes, Traversing, Manipulation, CSS, Events, Effects, Ajax, Utilities, Internals) and Angular JS (Tables, XMLHttpRequest, Forms, Modules, Input Validation).
• Expertise writing SQL Queries and experience with Orchestration.
• Expertise in application development using Java, J2EE, JSP, Servlets, Struts, spring.
• Developed both front end and backend components of internal applications
• Possess a strong coding experience using Core Java.
• Excellent work experience on Front-end and Back-end testing.
• Good communication, analytical, leadership and project management skills and written communications, interpersonal, negotiation, analysis and problem-solving skills.
• Experience in all phase of SDLC like Requirement Analysis, Implementation and Maintenance, and extensive experience with Agile Methodology.

TECHNICAL SKILLS:

ITIL: ServiceNow

Requirement Management: MS Word, MS PowerPoint, MS Excel, MS Visio,

Programing Languages: C/C++, Java,J2EE.

Scripting Languages: JavaScript, Jelly Script, HTML, CSS, AJAX, XML,JSON,JQuery

Web/Application Server: Tomcat Web Server, MID Server, Web Sphere

IDE: Eclipse, Net Beans, TOAD

Databases: Oracle 10g, MySQL, SQL, PL/SQL, DB2,MS Access

Project Management/ reporting Tools: MS Project, MS Office, SharePoint, TFS, HP Quality Center Tool, Trello, crystal reports,SQL services& data reports Business intelligence and Reporting tool(BIRT).

Object Modelling Software Process: SDLC, Waterfall, Agile Methodology, Prototype model.

PROFESSIONAL EXPERIENCE:

Confidential, Jacksonville, FL

ServiceNow Admin/Developer

Responsibilities:

• Identifies and Recommends the ITIL v3 methodologies to deliver technical methodologies around the ServiceNow platform.
• Accountable for producing Technical Design Documents that includes application architecture details.
• Involved in discussions with other technical areas to meet the business and technical requirements for ServiceNow, SMTP Admin and DBA to build integration to external and internal systems, currently using as SMTP (EMAIL), MID Server and Web Service (Construction, integration testing,Transform Mapping, Security Authentication, Transform Scripting for Inbound and Outbound).
• Created issues occurs (Example: Database is down, External service is not accepting any requests, Specific service is down).
• Involved in UI development within ServiceNow working with JavaScript, Glide Script, UI Policy, HTML5 and CSS3 and applying Business Rules. Used GlideServlet(GlideSystem, GlideRecord, GlideForm ) , GlideAjax for Asynchronies process, debugClient Side Script for alert , error and confirm messages, JavaScript Debugging for ging.
• Created groups, roles and security groupsto access certain functionalities and customized home page.
• Created a customized role with all the required access to the entire application for the admin of GRC.
• Responsible for understanding Global Market security policies and make sure process through Gate Way for any inbound and outbound process.
• Worked on various modules of Service Now like Incident management, Change management, and Problem management, Service Catalog, User Administration, Reporting and Discovery.
• Submitted the documentation and trained the GRC users on ServiceNow GRC Application.
• Worked on CMDB and Asset management. Performed Data migration to import data from other applications and external databases.
• Involved in create Workflow Process for Control and Alert mechanism Process. Applied business rules using Scripting.
• Wrote Classifiers and identifiers to direct the discovery tool to gather the information of the configuration items without errors.
• Responsible for Webservice to receive Control and Alert Mechanism related SOAP messages from all applications in Global Markets.
• Created Reports and scheduler process to send report to management about incidents, problems and application diagnosis report based control and alert messages using Email Notification.
• Created email templates and business rules for Email notifications for all required process (Control and Alert, Incidents).Wrote business rules to avoid empty configuration items to be inserted into CMDB after discovery tool runs a scheduled job.

Environment: ServicenowHelsinki, Istanbul, CMDB, SMTP, IBM Application Server, Ajax, HTML5, JavaScript.

Confidential, Southlake, TX

ServiceNow Developer/ Administrator

Responsibilities:

• Controlled Security mechanism in ServiceNow using ACL and Modified SLA according to the business requirements.
• Worked on Common Request System, Problem Tracking and Time Tracking System Remedy application projects.
• Indulged in update set tracking and export/import both in FUJI and Eureka versions.
• Assisting client implementing the MSP (Managed Service Provider) instance for Service-Now and Domain separation for Service-Now Instances.
• Experience in loading data into ServiceNow using Import sets and also Conducted gap analysis on current infrastructure programs.
• Contributed to architectural cross-function sessions and meetings.
• Service Catalog and Request Workflow Design and Configuration and Written script includes and invoked them in business rules and client scripts
• Integrated service Now with Database server in order to access the data in the server.
• Maintained current proficiency in evolving engineering and communication programs.
• Performed create, read, update, delete (CRUD) operations on web server using outbound REST functionality.
• Integration of service Now with LDAP.
• Resolved business issues and complaints in accordance with appropriate professional standards.
• Created data sources and loaded the Service-Now tables with different data formats
• Upheld organizational goals in architecture maintenance .
• Worked on the integration of ServiceNow with Siebel, integrated Service Catalog and Incident module.
• Experience working with business rules , client scripts , UI Policies , Access control lists..
• Improved process quality in coordination with team members.

Environment: ServiceNow(fuji,eureka), SQL server 2005, XML, HTML, UNIX, Jelly Script, SQL.

Confidential, Minnesota

ServiceNow Developer & Admin

Responsibilities:

• Customized UI Appearance for Problem and Change Management Application, which is simple, intuitive and easy to use.
• Configuration of Email Notification and Alerts to notify users about specific activities in the system such as updates to Change and Problem requests.
• Responsible for access control , security , minor enhancements such as form or workflow editing and gathering requirements and customizing Business Service Catalogs from the scratch.
• Involved in providing the design solution, technical methodologies and processes solution to meet the customer requirements.
• 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.
• Deployed all of the developed internal applications on the web using Remedy 7.x mid- tier.
• Created and Maintained foundation data -user Accounts , Approvers, Support Groups, Sites, Production Categorizations, and Templates .
• 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 .
• Created Procedure guidelines used in supporting Technology and Application issues and Responsible for maintaining and growing data held within Service Now such as our users, service catalog items
• 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 .
• Use business analysis skills to directly interface with customers to design and build applications that meet business goals and objectives.
• Extensively worked on Workflows and web service integrations and Created Database views to create reports across multiple tables.
• Wrote SQL queries to query data from database.
• Developed SQL scripts to create database objects like tables, views and sequences
• Worked in creating common reusable Test Kits for various components in Service-Now.

Environment: ServiceNow, Java, CSS, HTML, Web Services, CMDB, BIRT 2.5.1, SRM 7.6, MS SQL server 2008.

Confidential

Java Developer

Responsibilities:

• Involved in the requirements gathering, software change requests and working on detailed analysis and also Involved in the design, and development, testing phases of Software Development life cycle.
• Followed Agile methodology for application development and Worked on HTML , JavaScript and JSP for development UI .
• Developed REST web services using Jersey library also Used JAXB for marshalling and unmarshalling
• Involved in consuming SOAP based web services and also Used Soap UI for web service testing by sending an SOAP request.
• Wrote Spring XML Configuration files for various modules and Configured logging using log4j .
• Wrote SQL queries to query data from database.
• Used IBM RAD IDE for application development and Deployed the application on WebSphere Portal server .
• Developed unit test cases using JUnitand JMock and Maven for build.
• Performed Defect Tracking for defect traceability by using tools such as HP Quality Center.
• Used SVN for configuration management .

Environment: Java, JDK1.6, Servlets, JSP, JSF, Java Script, Web Services,SOAP,REST,Spring, Hibernate, Portlets, AJAX and XML, XSD, JUnit, JMock, RAD, WebSphere, HP Quality Cent.

Confidential

SQL, Pl/ SQL Developer

Responsibilities:

• Involved in the Analysis, Design, Coding and Testing of the application. 
• Created PL/SQL stored procedures, functions and packages for moving the data from staging to data mart.
• Worked on designing and developing a data warehouse for providing business intelligence
• Created SQL Loader control files for loading the data from flat files to staging area tables
• Developed SQL scripts to create database objects like tables, views and sequences
• Involved in SQL tuning, PL/SQL tuning and Application tuning using various tools like TKPROF EXPLAIN PLAN, DBMS PROFILER, etc. 
• Developed SQL and PL/ SQL scripts for migration of data between databases.
• Tune SQL statements using hints for maximum efficiency and performance, create and maintain/modify PL/SQL packages, mentor others with the creation of complex SQL statements, perform data modeling and create/maintain and modify complex database triggers and data migration scripts. 
• Developed complex triggers in reports before/after for validation of user input. 
• Involved in logical and physical database design, Identified Fact Tables, Transaction Tables
• Proactively tuned SQL queries and performed refinement of the database design to leading significant improvement of system response time and efficiency.

Environment: Interfaces, customizations, CustomForms, Reports.