SUMMARY:

Over *+ years of Experience in Information Technology, 6+ years of experience exclusively in Designing, customization, enhancing, workflow configuration, integrating and supporting Service-Now suite of products such as Incident Management, Problem Management, Change Management, Asset, and Service Request management systems.

Experience in designing, developing, configure, customizing & administrating ITSM suite of applications.

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

Experience in working with Workflows, Import Sets, Updated Sets and Worked on schedule jobs, events, and triggers to manage business needs and created service catalogs and its workflows.

Experience in creating and configuring the SLAs as per the requirement.

Experience in integrating ServiceNow with various Java based Web services, JIRA, BMC Remedy and integrating External Webservices and SOAP based Webservices, API and Emails.

Experience in translating business case analysis into functional requirements.

Experience in developing of Service Portal themes, portals and widgets and Design of pages, wireframes, style sheets.

Customized Scripting on Service Catalog/Email Template/Workflow script.

Experience using DISOCVERY tool to fetch CI related information.

Involved in Creation and modification of various Business Rules, Script includes, Ajax Query, Jelly scripts, UI Actions, and UI Policies.

Hands on experience in ServiceNow Web App/Platform/Saas

Involved in LDAP integration with Service Now for obtaining users and groups.

Knowledge in using Glide Scripting for creating UI Action and business rules.

Experience in user provisioning using ServiceNow Orchestration in Microsoft Active Directory

Provisioned the Amazon EC2 services using ServiceNow Orchestration

Functional knowledge and implementation experience of ITSM frameworks.

Research and deploy new releases and/or enhancements into the ServiceNow environment.

Experience working with various versions of ServiceNow Eureka, Fuji, Geneva, Helsinki.

Experience in generating the reports in ServiceNow as per the requirements in ServiceNow.

Strong experience in web application development using HTML, JavaScript, Java, CSS, Jelly.

Experience in jQuery, jQuery plug-in, AJAX, Dynamic HTML, JSON, angular.js with Bootstrap and node.js.

Working experience with relational databases like Oracle, MS SQL Server, My SQL.

Expertise in distributed query performance tuning by using EXPLAIN_PLAN, SQL Trace, TKPROF Utilities and hints provided by oracle.

Experience in Data migration Projects which uses SQL Loader, PL/SQL programming, coding Procedures, triggers and functions.

Expert in Export, Import and SQL*Loader Utilities.

Creating database views to pull the reports on variables which are being used by catalog items.

Experienced in all phases of Software Development Life Cycle (SDLC), quality management systems and project life cycle processes, Waterfall and Agile, Scrum.

Strong team player, ability to work independently and in a team as well, ability to adapt to a rapidly changing environment, commitment towards learning, Possess excellent communication, project management, documentation, interpersonal skills.

TECHNICAL SKILLS:

ITIL

ITSM, ITIL, Service Now, CMS, SCR, SAM, and LDAP.

Programming Languages

C, C++, Java, J2EE, SQL, PL/SQL.

Java

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

J2EE

Servlets, JSP, JSTL, Struts, Spring AOP, JNDI, JMS, JTI, Ajax, EJB, Spring IOC, Hibernate, Java Beans

Software Methodologies

SDLC, Waterfall, Agile, XP, Scrum

Databases

Oracle 10g, MySQL

Database Tools

SQL Client, TOAD, SQL Developer

Web/Application Servers

IBM Web Sphere 6.x, Web Logic 10, Apache Tomcat

IDE

Eclipse, Net Beans, TOAD

Version Control Tools

CVS, SVN

Tools and Packages

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

EDUCATION:

Bachelors in Information Technology, JNTU, Hyderabad.

PROFESSIONAL EXPERIENCE:

ServiceNow Developer

Intermedix, Nashville, TN

Feb 2016 to August 2017

Description:

Intermedix delivers technology-enabled services and software solutions to healthcare providers, government agencies and corporations. This project involves raise the Work orders for their requests and Co Coordinator assigns the Work orders for the Fulfillers to fulfill them. The same Application is developed for the Tablet and Mobile users as well which reduces the work of fulfillers to access the work orders without logging into the instance when they are around the campus.

Responsibilities:

Created Applications, Modules, Tables, Columns as per the requirement specifications in ServiceNow.

Involved in creating users, groups, roles and load the data to service now using import sets on daily, weekly or requirement basis.

Development of Service Catalog which includes creating new Catalog items, designing workflows and execution plans.

Worked with reporting in configuring Service Level 'Agreements (SLA).

Involved in LDAP integration with ServiceNow for obtaining users and groups.

Created Record Producers, Order Guides and Catalog Client Scripts and Work flows.

Involve in migration between various environments in Service Now using update sets and import sets.

Created Workflows, Sub flows and Tables on both Fuji and Eureka. Managed inbound and outbound notifications in Fuji and Eureka.

Utilized Orchestration to extend workflows to interact with systems and applications outside the ServiceNow instance.

Involved in redesigning the workflows using ServiceNow workflow editor also involved in reconciliation of complicated workflows to simpler form.

Developed Transform maps to map values between Import Set and ServiceNowtables.

Development of UI pages using HTML and jelly scripting for ESS (Employee Self-Service) portal.

Extensively worked with REST GET and POST using basic HTTP Authentication.

Handling the Web responses and Parsing the XML and JSON data to load into tables using XML and JSON parsers in ServiceNow.

Data Population for New Catalog Item, Maintenance of CI (Configuration Items) and workflows in CMDB module.

Worked on change management module by enhancing the tool to the stakeholders and made it easy to understand.

Configured multiple Catalog Items Front-end web / GUI components using JavaScript, Soap, web services, CSS, HTML5.

Worked on Glide AJAX and Glide Records for scripting and UI actions.

Implemented JDBC Export to execute custom SQL queries in the target database based on requirement.

Worked on scheduling the report generation in ServiceNow as per the requirements.

Environment: Service Now Fuji/Geneva, HTML5, Java Script, JSON, SOAP, Web services, MS SQL Server, Integration, SCRUM.

ServiceNow Developer

Charter Communications, St. Louis, MO

November 2013 to Jan 2016

Description:

Chatter Communications provide the insight, the knowledge and the creative solutions that can make them all sit up and take notice. People strategies that attract, recruit, engage and drive deep and meaningful organizational change. This project involved design and configuration of Service Level Agreements and Operational Level Agreements in ServiceNow tool for both Internal and External service providers. The responsibility also involved implementing, documenting and Maintaining ServiceNow environment on a daily basis.

Responsibilities:

Hands on Experience Working with the Business Team to gather the Requirements for AS-IS and perform the operations successfully for TO-BE process.

Develop and manage application code, User Interface, and third-party integration components.

Hands on Experience in Designing the Network Design Methodology configuration and worked on Devices and as well as the Configurable Items (CI's).

Experience in maintaining the necessary development documentation as needed (ex: technical design, developer notes etc.).

Experience in performing the core configuration tasks including system policies, business rules and client scripts.

Well-versed in performing day to day activities of the administration of the Service-Now tool and maintaining the business services and configuration item relationships in Service-Now tool.

Hands on experience in creating tables, managing the users, groups and the roles.

Expertized in defining and managing the Client Scripts, UI Policies, UI actions and Data polices to maintain the form and work as per the business requirement.

Well-Versed SME (Subject Matter Expert) on Incident Management, Change management process and the Knowledge article.

Experience in defining the SLAs (Service Level Agreements), notifications and reports.

Hands on experience on Moving the data in and out of an instance using import sets and transform maps and also auto imports of data into Service-Now.

Expertized in Customizing and defining the Workflows and configuring the items to the carts in the Service catalog.

Environments: Service Now Eureka, Fuji, Client Scripts, UI Policies, UI actions, SME.

ServiceNow Developer

PlumSoft, Hyderabad, India

July 2011 to Sept 2013

Description:

Plumsoft is a cloud development platform which provides robust cloud development framework that enables rapid web application development. This project involved design and configuration of Change Management and Problem Management on ServiceNow instance that support ITIL and business processes that are simple, intuitive and easy to use, allowing customers to extend and customize ServiceNow components to meet specific business needs.

Responsibilities:

Responsible for analyzing, designing, and developing business applications which involved customization, workflow administration, data imports, custom scripting using JavaScript.

Coordinated service Now environment/form back-end customizations. Notified clients and updated documentation

Responsible for closing the open Incidents, Problems and Enhancement requests and communicating with the customer the status of the request, to ensure a timely customer satisfying result.

Communicated Project Requirements, Business issues, Solutions and made recommendation.

Gathering and documenting the requirements those are critical to the business mission and using those requirements to design application software.

Identified and developed quality management plans, test scenarios, and test scripts for user acceptance based on system requirements.

Designed and configured the Incident, Problem and Change Management applications supporting ITIL and business processes.

Created, monitored, modified, and published workflows with approvals

Utilized Java Scripting to deliver solutions that automate and audit business processes using UI Policy, Client Script, UI Action and Business Rules.

Prepared requirement specifications and design documents

Optimized and Monitored system performance and provided system statistics and reports to the Business.

Understanding the requirements and designing the workflows.

Create and use update sets to move customizations between systems.

Environment: JavaScript, Html, CSS, Glide Script, Service Now, Web Services, CMDB, Discovery, Prototype, SQL, XML, Integration, Cloud services, AgiWeb Developer

Application Developer

Qualcomm India Pvt. Ltd, Hyderabad, India

Aug 2009 to Jun 2011

Responsibilities:

Involved in Requirements and Analysis: Understanding the requirements of the client and the flow of the application as well as the application Framework.

Defined and developed the application's presentation layer using HTML, CSS3, JavaScript and jQuery Scripting.

Redesigned pages to improve application design and UI to attract the customers by taking inputs from senior management.

Defined the site layout and developed Wireframes using Adobe Illustrator.

Implemented AJAX functionality using JQUERY, JSON and XML.

Created and developed the web-page layout and positioned/developed design elements, using Dreamweaver, HTML and Adobe Photoshop.

Designed DOM based interactive to reprogram selected links and adopted WCAG 2.0 standards for HTML and XHTML and W3C standards for CSS as well.

Worked on prototypes for Responsive design.

Environment: JAVA, J2EE, HTML, JQUERY, AJAX, CSS3, XML, JavaScript, Dreamweaver, JSP

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