Service Developer

BHAVANA

Naperville,Illinois Email Id: ***********@*****.***

Phone: +1-551-***-****

SUMMARY

Self-motivated Service Now developer where I can effectively contribute my skills as Software Professional and be a part of the organization where in all my capabilities and skills can be utilized for the growth of the organization and to me.

PROFESSIONAL SUMMARY

•Software professional around 3+ years of experience with full project lifecycle development in IT Services, Service Now Development, Service Now Administration technologies and involved in Design, Development, Testing, Deployment and production support of software applications.

•Experience in web application development HTML5, CSS3, JavaScript, SWT, JQuery.

• Involved in Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in Service-Now.

•Hands on experience on different Service Now environments starting from Eureka, Fuji, Geneva and Helsinki.

•Experience in end-to-end asset management which includes both enterprise and end-user assets.

•Creating and developing roles in dev environment which can be assigned to users based on their functionality thus restricting their access to the entire system of Service Now and giving them limited access based on the requirement.

•Extensive experience of integrating Service Now with third party tools and implementation of SOAP and REST API.

•Involved in developing custom JavaScript to enhance the Service-Now functionalities to support the new business needs.

•Strong Experience with both Core and Advanced Java technologies.

•Expertise in web application development using HTML, CSS, Java Script and JSP.

•Expertise in Importing data from various Data Sources using Import Sets and Transform Maps.

•Expertise in debugging and optimizing the performance of Catalog Client Scripts, UI scripts and UI Policies.

•Followed Scrum Agile methodology for iterative development of the application.

•Updated & maintained a comprehensive testing protocol for Service instance upgrades with the purpose of certifying all applications for use after the upgrade completes.

•Problem Management where recurring issues are ticketed and discussed in the global meetings in regular intervals for enriched permanent solution.

•Ability to handle multiple tasks and work independently as well as a team member.

•Highly accomplished at organizing and facilitating one-on-one discussions, workshops, and requirement elicitation sessions.

•Use business analysis skills to directly ta held within Service Now such as our users, service catalog items. interface with customers to design and build applications that meet business goals and objectives.

•Experience in building applications using Maven.

•Cohesive team worker, having strong analytical problem solving and interpersonal skills.

•Excellent communication skills.

WORK EXPERIENCE

BMO Harris Bank Aug 2017-Till Date

Role: Service Now Developer/Administrator

Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, CMDB in ServiceNow.

Involved in coding the Business Rules (Server Side Scripting), Client Scripts (Client Side Scripting), Script includes in the ServiceNow.

Worked in Agile based development cycle with 2 weeks sprint.

Involved in migration between various ServiceNow instances using Update Sets.

Develop necessary development documentation as needed (e.g. technical design, developer notes, etc.)

Created roles, views and user groups pertaining to the use cases.

Implementing system security by using ACLs and Roles.

Customization of table forms using Client Scripts and UI actions.

Used Glide Record to retrieve and update data on different business conditions.

Involved in creating on demand reports and scheduling the report generation as per the client requirements in ServiceNow.

Investigated performance issues, learnt troubleshooting tools, & used system logs to find issues.

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

Creation of Custom Related List, Dictionary fields.

Worked on creating Dynamic Filters in ServiceNow.

Used GIT control for check in check out of code from repository.

Used JIRA for bug tracking and new features tracking.

CONVERGYS,HYD, INDIA July 2015-May 2016

Role: Service Now Developer/Administrator

Responsibilities:

•Involved in analysis, specification, design and implementation and testing phases of Software Development Life Cycle(SDLC) and participated in the daily stand-up, Iteration planning, Iteration review and Retrospective meetings as a part of Agile.

•Experience in using ITIL best practices - Incident/Problem Management, Change Management, Asset Management, and SLA.

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

•Experience in creating new Workflows and modifying the existing workflows according to new requirements in an efficient manner.

•Worked in Agile based development cycle with 2 weeks sprint.

•Experience with screen tailoring, workflow administration, report setup, data imports, LDAP integration, custom scripting and third party software integrations.

•Developing custom Tables, Fields and configuring Access Controls over them.

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

•Involved in preparing User manuals and Standard Operating Procedures.

•Configuration of Email Notification and Alerts to notify users about specific activities in the system.

•Implemented Service Catalog enhancements and issues which come up while the tolls are getting interacted.

•Experience in implementing SOAP and REST based web services using different standards like XSD, WSDL and XML.

•Implemented minor enhancements requests to the client’s Service Now instances, including changes to the user interface, system properties, foundation content and modification to existing workflow.

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

•Implemented Record Producers to create incidents for emergency Service requests and creation of Change requests.

•Generated Buttons and context menus using UI actions on forms and lists.

•Experience with Change Advisory Board in moving changes from one environment to another.

•Expertise in issue debugging, root causes analysis for Service-Now application.

•Worked with generating KPI reports, data imports and LDAP integration.

•Involved in Documenting the Various Business Rules and Tables for Service-Now application.

•Well experienced in 24x7 Production Support which includes maintenance and enhancements etc.

•Worked on integrating Service Now with external SOAP based web services.

•Used SVN control for check in check out of code from repository.

•Experience in Implementing and administration of the Service Now installation, including managing system configurations, gathered and documented user and process requirements, developed workflow customizations, and performed quality assurance testing and user acceptance testing.

•Heavily interacted with testing analysts and solution designer to fix defects.

•Worked on SR’S (Service Requests) for clients.

•Worked in bug fixes, enhancements and Code Reviews.

•Used JIRA for bug tracking and new features tracking.

Fennec Technologies, India Jan 2015- June 2015

Role : Intern

Responsibilities:

•Implemented the presentation layer with HTML, XHTML and JavaScript.

•Design meetings with the client to discuss and understand the requirement and to develop.

•Enhanced user interfaces to enable input of additional personal information for the purpose of plan generation using CSS, JavaScript.

•Utilized SVN version controls to check in/out files, etc. also responsible for branching, merging the branch to main using Tortoise SVN tool.

•Written Business Rules for customizing the tool in ServiceNow.

•Participated in validating Form and Table level using UI Policies in ServiceNow.

•Daily work report was provided to the manager about the progress of the task assigned at the end of the working day. JIRA tickets were created and tasks were completed in the assigned time.

•Written scheduled jobs in ServiceNow.

•Involved in log4j to log regular debug and exception statements.

•Built and deployed the application in Tomcat Server

•Creating and extracting data from database using SQL Queries, PL/SQL Stored procedures, triggers, and packages on Oracle database.

Implemented unit test using Junit framework.

EDUCATION

•Masters of Science in Computer Science - University Of Central Missouri

•Bachelor of Technology - Jawaharlal Nehru Technological University

TECHNICAL SKILLS

Operating Systems

Windows 7/vista/XP/2000

Languages

Java, J2EE, HTML.

Web Technologies

Servlets, JSP, JavaScript, JSON, Angular JS, XML, HTML, Jquery.

Methodologies

Agile, Waterfall

Servers

Apache Tomcat 6/7 .

Frameworks

Struts, Spring, Hibernate, JPA.

Databases

Oracle 8i/9i/10g and MySql

Development Tools

Eclipse, EditPlus and MySqlYog.

Source Control

SVN.

Application Tools

Netbeans6.9.1, Dreamweaver CS4, SqlYog, Service-Now (ITSM Tool), Manage Engine (ITSM Tool)

MISCELLANEOUS

MS Office, Adobe Photoshop, Apache, Maven, Sublime, Brackets.

Reporting Tools

JReports 8, Sql Reports, Jasper Reports and OpenFlash

•

COURSEWORK:

Masters: Java, Computer Networking, Design and Analysis of Algorithms, Programming Languages, Database Systems, Cloud Computing, Compiler Design, Software Engineering, Advanced System Project in Java.

Bachelors: Java, J2EE, Web Technologies, Management Information Systems, Computer Architecture, Operating Systems.

ACADEMIC PROJECTS

University Information for Students May 2014

Role: Team Leader

Technologies Used: JAVA (Version 7), HTML, CSS, JavaScript, MVC.

Responsibilities:

•Designed and implemented University Portal web application.

• Implemented the presentation layer with HTML, CSS and JavaScript.

•Coordinated a team of 4 people and responsible for this project right from requirements to implementation.

•Coding in JavaScript.

•Database design and creation.

•Debugging.

•Code Reviews, Unit & Integration testing.

Advertising Agency

Technologies Used: Java, HTML, JavaScript.

Description: Almost all advertising is therefore arranged through an advertising agency which provides the necessary skill to turn the message into a memorable and effective advertisement. Today, every person connected with the economy or public should be fully aware what advertising really is and why effective advertising campaigns can be performed by full-service advertising agencies. Advertising involves the process where in a message is designed so as to promote a product, a thought, an idea or even a service.

Responsibilities:

•Developed user compatible software that maintains rich user interaction to convert image to text content.

•Created a database that stores all information within the pixels of the image and it will select colors from the image and allocate each color for each letter from the text given by the user.

•Implemented Text Field menus on web pages and display part of a web page upon user request using JQUERY.

•Developed various techniques to convert the data into HTML format.

Academic Achievements:

•Presented an Advertising Agency project at National Cognizance fest.

•Organized and participated in events for all school and college annual day functions, technical fests and other technical events.

•Participated in college and school level fund collection for social service and received recognition from public and media.

•Participated in Coding Competition and gained second position.

•Worked as Student coordinator for our college Hiring Department for a period of two years.

•Volunteering at University and work place.

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