Professional Synopsis

*+ years of professional IT experience and 3+ years of experience in ServiceNow platform as both Developer and Administrator.

In-depth knowledge of the technical implementation of Change Management, Incident Management, Problem Management, Service Catalog, Software Configuration Management, Reporting, Discovery and Integrations.

Strong experience in JavaScript used in client scripts, business rules, UI policies, UI actions.

Direct hands on experience on various IT Services of Service-Now tool like

Service Catalog Requests, Asset Management, Configuration Management, Service-Now Administration, Incident and Problem Management, Knowledge Management, Reporting, Gauges, Integration with Web Services.

Good knowledge in ITIL Service Management Framework and Software Asset management

Experience with complex integrations within the ITSM environment such as Service Now -Siebel, Service Now - Webservice integration with third party application.

Good knowledge of CMDB and Software Asset Management Services: Business Services and Configuration item relationships.

Expertise on creation of workflows for Service Catalog items in Service-Now.

Service-Now Administration and Production support including maintenance of lower life cycle instances.

Deployment Automation and Software delivery using Shell scripting with tools like DSM and ITSM

Working experience of various phases of SDLC such as Requirement Analysis, Design, Code Construction and Test.

Functional knowledge and implementation experience of ITSM frameworks using ServiceNow. Worked with Fuji, Eureka, Aspen and Berlin releases of Service Now.

Working experience of various phases of SDLC such as Requirement Analysis, Design, Code Construction and Test.

Develop solutions in the ServiceNow platform that are sustainable and ITIL compliant, identify and define business solutions for ITIL users.

Experience in Software Testing on manual and automated testing tools in ecommerce, Financial, Banking, Healthcare and Insurance domains.

Knowledge of HTML, XML, JavaScript, Integrations (LDAP, web services, SOAP, email, MID, etc.).

Development experience adhering with SDLC processes like Waterfall, Agile, Test Driven Development

Maintain service level agreement (SLA) and monitor an SLA workflow.

Create an access control rule (ACL).Use of scripting tools and ServiceNow functionality to create script to automate routine tasks being done in ServiceNow.

Extensive experience in activities related to SFDC Configuration like Creating Roles, Profiles, Email Services, Page Layouts, Workflow Alerts and Actions, and Approval Process.

Familiar with ServiceNow Content Management System (CMS).

Excellent Interpersonal skills, Communication skills, Documentation Skills, problem solving ability, Analytical and Programming skills in High speed, Quality conscious and Multitasked environment.

Experience in developing applications Coordinated with the cross-functional teams and have an experience in OFF SHORE environment.

Education

Bachelor of Technology in Computer Science, India.

Technical Skills

ITIL

ServiceNow, ITSM Suite, JavaScript, HTML, CSS,XML

Programming Languages

C, C++, Java, ASP.Net(C#), JEE, SQL, PL/SQL, ADO.Net

Java

JDK 1.6, Collections, Multithreading, Networking, Generics, Exception Handling, Files and Streams, JDBC

Scripting Languages

JavaScript, HTML,VBScript, UNIX Shell Script,

Operating systems

Windows, Linux, Unix

Software Methodologies

SDLC, Waterfall, Agile, XP, Scrum

Databases/ETL

Oracle 10g, MySQL

Database Tools

SQL Client, TOAD, SQL Developer, Informatica

IDE

Eclipse, Net Beans, TOAD

Certifications

ITIL Foundation V3 certified, ServiceNow Certified System Administrator

Tools and Packages

Rational Rose, Ant, Maven, Log4j, TOAD, MS Office, Dreamweaver

Client:Delta Dental, San Francisco, CA May’14 to Till Date

Role:ServiceNow Developer/Admin

Responsibilities:

Discussing the business requirements with clients and documenting them into process requests.

A Service Now expert with experience on implementing end-to-end Service Catalog, Incident Management,Configuration & Asset Management, Change Management and Release Management with Knowledge of Content management

Built forms from scratch along with advances customizations at the level of UIMacros/UI page as per the complex requirements.

Created a lot of clients scripts/UI policies also with a lot of high-level customizations like attaching a custom event and DOM-injection with JQuery and Prototype.

Created many standard workflows which are being re-used and propagated and handled many custom events.

Responsible for the Service Now tool administration module and creation of new Users, Groups, Roles, IT Services, Application, Business Services, Routing rules and Blackout Freeze rules

Created many scripts which includes, Business rules (server side code) and also modified OOB

Worked extensively on LDAP integrations. Very good understanding of Integration with these varieties of protocols: SOAP, JDBC, and ODBC.

Good knowledge on Single Sign on and event based integrations.

Setting up Configuration Management from scratch defining the CI classes and their relationships.

Used JDBC and ODBC of Data Sources for setting up the configuration database in Service Now.

Created complex transform scripts in transforming the data into the SNOW database.

Excellent knowledge on setting up the Change Management along with advanced customizations for Risk Assessment Calculator (on a script include level).

Create generalized framework for repeating problems and incidents.

Design and Implementation of service requests through service catalogue in service now.

Analyze problems, create new solutions and new techniques.

Develop SLA and reporting.

Defining the process for each service request.

Creating scheduled tasks, monitoring the ticket queues and generating statistics.

Manages data with Tables, the CMDB, Import Sets, and Update Sets.

Created many standard workflows which are being re-used and propagated and handled many custom events.

Creating catalogue items, workflows, inbound emails actions and update sets for service requests.

Check the change management document and verify the changes.

Assist in Release Management during product and patch releases.

Provide training sessions on ticketing tools, reporting and data entry.

Developed UI Actions, script includes and Business rules for all platforms.

Follow up with clients and customers on process requests, special requirements etc.

Developed UI Actions, script includes and Business rules for over all platform.

Created notifications based on user requirements and also configured inbound email actions to create incidents or requests.

Environment: ServiceNow, JavaScript, HTML 5, Windows 7.

Client:EMC, Boston, MA Nov’12 to Apr’14

Role:Service Now Developer/Admin

Responsibilities:

Assisting client implementing the MSP (Managed Service Provider) instance for Service-Now and Domain separation for Service-Now Instances.

Working with client and functional requirements within Service Now.

Facilitating rollout of new applications and modules.

Design and implement new functionality using Business Rules, UI Policies, and Access Lists etc.

Service Catalog and Request Workflow Design and Configuration

Created various workflows for Incident Management, Change Management, Service Requests and SLA's.

The service we also provide to clients is a semi managed service for administering their Service desks that has been implemented. This includes various administration tasks within Service desk software.

Created Buttons and context menus both on form and lists using UI actions

Designed many email templates by using html and jelly scripting and used them in notifications

Worked with windows team, network team and Asset team in order to check for the data collected through discovery is accurate.

Created new Business Rules/Script Includes/Client catalog script/Client Script.

Configured chat functionality for Service Desk ticketing queue

Created transform maps for importing CMDB data.

Written script includes and invoked them in business rules and client scripts

Imported many ci’s using import set tables

Imported Active Directory to Service now using data sources.

Created data sources and loaded the Service-Now tables with different data formats

Created transform maps both automatic field mapping and scripting

Also worked on Asset Management and loaded the data into it.

Integrated Fire eye tool with Service-Now using Email integration i.e. inbound actions scripting.

Worked on the integration of Service Now with Siebel, integrated Service Catalog and Incident module.

Environment: Service Now, Asset Management, Incident Management, Problem Management, Fire eye, HTML, Java script, CSS, CMDB.

Client:UnitedHealth, MN Mar’11 to Oct’12

Role:Oracle PL/SQL developer

Responsibilities:

Worked on analyzing several applications.

Analyzed the database applications to develop a common purge and archival solution for the entire suite of applications.

Analyzed and designed solutions.

Extensively worked on database systems (PL/SQL).

Developed scripts for database purge.

Developed scripts for archival of the data to be purged.

Developed scripts for restoring data in case of roll back

Developed DTS packages to create reports.

Developed SSIS packages to create reports on a SQL server based application.

Involved in optimizing and performance tuning of solutions, the project Involve huge amount of data.

Used Scripts for declaring the variables and creating the tables and inserting data into them.

Created, validated and executed jobs to transfer data from source to target.

Involved in all the stages of development, analysis, design, build, testing and implementation.

Provided support to the testing team during integration testing.

Design the data base model (star Schema database model) using ER-Win.

Provided data modeling services for a large data warehouse design.

Tested code of the team and verified correctness.

Interacted with the client directly on design of solutions.

Implemented the solutions on the production servers in stages.

Provided support for the solution implemented.

Provided supporting documentation for the implemented solution.

Environment: Oracle 10g, SQL, PL/SQL, SQL * loader, EXTERNAL TABLES, UNIX (shell script), Toad, PL/SQL developer, DB2, SSIS, SQL 2000/2008, SAS, Windows XP

Client:Vtech Solution, Phoenix, AZ Jul’07 to Feb’11

Role:Oracle PL/SQL Developer

Responsibilities:

Worked on SQL*Loader to load data from flat files obtained from various facilities every day.

Extensively involved in using hints to direct the optimizer to choose an optimum query execution plan.

Extensively used the advanced features of PL/SQL like Records, Tables, Object types and Dynamic SQL.

Generated server side PL/SQL scripts for data manipulation and validation and materialized views for remote instances.

Developed PL/SQL triggers and master tables for automatic creation of primary keys.

Created PL/SQL stored procedures, functions and packages for moving the data from staging area to data mart.

Created scripts to create new tables, views, queries for new enhancement in the application using TOAD.

Wrote SQL, PL/SQL, SQL*Plus programs required to retrieve data using cursors and exception handling.

Worked on XML along with PL/SQL to develop and modify web forms.

Designed Data Modeling, Design Specifications and to analyze Dependencies.

Created indexes on the tables for faster retrieval of the data to enhance database performance.

Handled errors using Exception Handling extensively for the ease of debugging and displaying the error messages in the application

Created several PL/SQL packages and UNIX scripts.

Reviewed the codes of the team members and guided them.

Performed unit testing at various levels of the ETL and actively involved in team code reviews.

Identified problems in existing production data and developed one time scripts to correct them.

Fixed the invalid mappings and troubleshoot the technical problems of the database.

Environment: Oracle 11g, SQL * Plus, TOAD, SQL*Loader, SQL Developer, Shell Scripts, UNIX, Windows XP.

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