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Service Management

Fremont, CA
March 07, 2018

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Ph. #:650-***-****


Around 8+years of industry experience in ITSM framework and SQL enterprise application development.

Certified ServiceNow System Administrator.

5+years of experience asServiceNow suite Developer and Administrator.

Experience of End to End Implementations in ServiceNow platform

Experience in creating Applications, Modules, Tables and Columns as per the requirements in ServiceNow

Experience in Implementation, customization, Managing the forms for various ITIL process

Experience in integrating LDAP Server with ServiceNowto get the organizational Users, Groups, Roles

Experience in Implementing SSO using SAML2.0 protocol.

Experience in migrating the changes across various environments in ServiceNow using Update-Sets

Experience in loading the data into ServiceNow using import sets

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

Experience in configuring the Business Rules, Client Scripts, UI Policies, UI Actions, SLAs in ServiceNow

Experience in designing and implementation of workflows using ServiceNow workflow editor

Experience in integrating ServiceNow with Java based Web Services, Tally, BMC Remedy

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

Have knowledge of integrating ServiceNow with third party tools such as using APIs.

Strong knowledge and experience in all the phases of SDLC

Experience in various software development practices Agile, Waterfall etc.

Good Knowledge in web application development using HTML, XML, Java Script,Java.

Excellent analytical, problem solving and communication skills

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

Good understanding of Object OrientedAnalysis design and application development.

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

Ability to learn new technologies.


ITSM Tools

Service-Now, BMC Remedy


Java, JavaScript, SQL, PL SQL

Scripting Libraries

Java Script


Oracle 11g/10g/9i/8i, MYSQL, SQL Server 2012

Web Technologies



Verizon, CA

Sr. ServiceNow Developer

Duration: January 2017 to Present

Roles &Responsibilities:

Customized ServiceNow forms as per client's requirement.

Created catalog items and added to categories.

Installed and Configured MID Server in a ServiceNow Instance.

Created templates to email notifications

Created Various Service Catalogs for end users to create service request based on user requirement.

Created Variables and Variable sets for various catalog items for end user to enter the information

Implemented LDAP Integration with ServiceNow Instance to import Users, Groups data.

Created various Business Rules, Client Scripts, UI Policies and Data Policies.

Created the Workflow for the approval processes.

Migrated code between different QA and Prod environments using Update Sets.

Created E-mail Notifications

Created users, groups, user roles by integrating LDAP and provision into ServiceNow.

Secured the Custom Tables and Applications using ACLs.

Integrated with third party application such as Data Dog to raise the incidents for any issues in ServiceNow

Created Workflows in order to complete Service Request based on user need.

Created UI pages to use them in catalog items, implemented using UI scripts.

Created Catalog Client Scripts and Catalog UI Policies for the variables and Variable Sets based on user requirement.

Installed and Configured MID Servers in a Clustered Environment.

Implemented SSOusing SAML2 Protocol.

Created inbound Scripted Web Servicesand script include methods.

Setup Discovery Module to load Configuration Items and Relationships into ServiceNow

Worked on loading the Applications and relations into ServiceNow using import sets.

Created and configured the SLAs for task table as per the requirement.

Wrote catalogClient Scripts and UI Policies to make Client Side changes.

Created bothButtons and Context Menus on form and lists using UI actions.

Worked on creating Transform maps to map fields from staging table to target table.

Wrote Transform scripts to make necessary changes to data imported.

Created various reports onIncidents, ChangeManagement, and SLA for breaching purposes.

Experience with Web Development using Java Script, Jelly, CSS, and HTML.

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

Ceasars Enterprizes, Las Vegas

ServiceNow Developer and Administrator

Duration: February 2016 to December 2016

Roles &Responsibilities:

Service Now ITSM module administration.

Service Catalog creation, configuration and deployment

Routine Support activities for Incident Management, Problem Management, Change

Management, Knowledge Management

Workflow design and implementation

Worked on various Service Now customization, enhancements as per Client requirements

Access request Management (RITM)

CMDB and Knowledge Management

Create and move update sets to different Service Now instances.

Data Management and report creation

Involved in loading of data into CMDB using discovery and file imports.

Testing of different integration and changes to Service now instances.

Customer / vendor meetings and Reporting's Documentation and providing user training.

Manage ITIL Processes monitoring overall system performance using the System Performance and System Diagnostic dashboards. Integrating Service Now with other systems and customization.

Worked as a Pre and Post installation consultant to define and implement industry (ITIL) best practice for the Service Now ITSM Platform.

Service Now – Web service integration with third party application

Experience in generating reports and scheduling the reports as per the client requirement.

Experience on working with Script Includes and Scripted Web Services

Wrote complex Access Control records to control access to sensitive data.

Managed data with Tables, Import Sets, and Update Sets.

Prepared and maintained process and system based documentation.

Implemented UAT activities in coordination with business units.

Ozone Institute of Medical Sciences, Hyderabad

ServiceNow Developer

Duration: November 2012 to August 2015

Roles &Responsibilities:

Created functional and technical specification documents for various ServiceNowModules.

DevelopedService catalogs which includes creating new Catalog Items, designing Workflows and Execution Plans.

Integrated ServiceNow with BMC Remedy using SOAP Messages.

Created Order guides for New Consultants, Employees and Interns and integrated with Portrait to create

New hires in the target system.

Resolved the Daily issues of ServiceNow instance that came in excel sheet.

Incidents created in ServiceNow are propagated to BMC Remedy.

Created Dashboards, Score Cards and Widgets in Performance Analytics.

Created inbound Scripted Web Services to update catalog requests with PO Number from Tally.

Installed and Configured MID Server in a Cluster.

Created Scheduled Imports to load User data into ServiceNow using Import Sets and Transform Maps.

Implemented Single Sign on(SSO) using SAML 2.0Protocol.

Created various Business Rules, Client Scripts, UI Policies, Data Policies and UI actions.

Worked on Record level and field level Access Control List (ACL).

Created complex Workflows for both standard and nonstandard catalog items.

Implemented, Customized and maintained allITIL modules such as Incident, Change, Problem, Knowledge, Service Catalogand CMDB in ServiceNow.

Created and secured Reports Using List, Bar and Pie charts.

Migrated code between different QA and Prod environments using Update Sets.

Created Email Notifications on Incident, Problem and Change modules.

WroteCatalog Client Scripts and UI policies to make client side changes.

Coordinated the instance Upgrade Activities.

Configured multiple Catalog Items using JavaScript, CSSand HTML5.

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

Worked on DISCOVERY usingMid Servers and checkedthe connectivity.

Created the UI pages to use them in catalog items, implemented using UI scripts.

Worked on UI Macros to create pages as templates on requirement from the stake holders

Configured multiple forms for Asset module using Configuration Management Database.

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

Resolved typical Users access and roles issues by checking active directory and users table.

Scheduled the reports as per the client requirement.

Created Knowledge articles to document the steps in creating the catalog items.

Worked on different kinds of variables and variable sets.

Re-designed workflows using workflow editor, Reconciled complicated workflows to simpler form.

WroteScript Includes invoking them in reference qualifiers or variable scripting.

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

CA Technologies, Hyderabad.

Java J2EE Developer

Duration: December 2010 to October 2012

Roles &Responsibilities:

Involved in the design and development of the web components using Velocity, Struts, Custom Tags, and Tiles.

Designed Class models compatible to UML standards using Microsoft Visio for Solution Architects.

Involved in Designing Front End screens for the application. Consumed XML Web services to communicate with remote business components and as well with applications.

Involved in the design and development of the web components using Velocity, Struts, Custom Tags, Tiles

Created some UI screens using HTML and JavaScript, JQuery, CSS.

Designed and Implemented Hibernate as Data Access Layer for efficient database management and caching

Developed and implemented Junit Tests.

Added new functionality to admin console to create and update rebalance, reconciliation of reports

Involved in the design and development of Web Services using Java to get data from advice database, real- time cancellations and real-time enrollments

Developed PL/SQL Packages, Procedures, Triggers, Cursors and Functions according to the requirement

Created stored procedures in Oracle database to eliminate dynamic SQL statements used in advice application and made appropriate changes to the application to call these stored procedures

Created JMS component adapters to interact with the Oracle database.

Worked on SQL queries, SQL Tuning, PL/SQL Tuning & Performance Tuning

Implemented logging using log4j

Done the unit testing and system Integration testing

Involved in the defect tracking, fixing and enhancements

Implemented Transaction processing using multithread.

Developed various helper classes needed following Core Java multi-threaded programming and Collection classes.

Developed both front-end user interface screens as well as database design.

Implemented stored procedures using JDBC.

Developed Cache Manager which will cache all the schemas and XSLTs.

Environment: Service Center 6.2, Service Manager 7.11, Oracle, Windows XP.ASP.NET, C#, VB.NET and Visual Studio

Hyperchip Technologies, Hyderabad

JavaScript Developer

Duration: June 2009 to November 2010

Roles &Responsibilities:

Actively involved in analyzing and collecting user requirements.

Wrote Specification for the development.

Wrote JSPs, Servlets and deployed them on Tomcat application server.

Involved in writing PL/SQL Stored procedures, views for backend database access.

Used JavaScript and HTML for UI, servlets as front controllers.

Developed Java Script for client side validations.

Expertise in Object Oriented Design using UML-Rational Rose.

Involved in Server side and Client side programming.

Wrote SQL stored procedures and used JDBC to connect to database.

Developed data layer using JDBC

Created a user interface with HTML and JSP.

Involved in developing various servlets.

Validated the application on testing environment.

Used DB2 as the database and wrote SQL & PL-SQL.

Environment: Java, JSP, HTML, Servlets, Java Script, DB2, SQL, PL-SQL, JDBC, UML, Apache Tomcat.

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