Service Management
Resume:
SAI
SERVICE NOW DEVELOPER
*********@*******-****.***
Summary
IT professional with 9 years of relevant experience in the field of ITSM and Java/J2EE. Extensive knowledge and experience in implementation and administration of Service Now.
4 years of experience as a Service Now Developer; over 5 years of experience as Java/J2EE developer.
Service Now Certified System Administrator.
ITILv3 foundation certified.
Implementation Specialist Certified.
Java script certification.
Experience on various IT Services of Service Now tool like Incident, Problem, Change, Service Catalog requests, Report, Gauges, and Web Service Along With MID Server, workflow
Hands on experience in all areas, implementation of incident management, change management, problem management, service level management, service request management building service catalogs from scratch, created some knowledgeable articles, design and develop workflows, reporting.
Proficiency in deploying applications on J2EE Application servers like Apache Tomcat, JBOSS, WebLogic.
Primary focal for defects, enhancement requests, and issues for Incident and Knowledge capabilities reported by the Service Desk, Retail, and Deployment teams.
Expert level understanding of client side and server side scripting – business rules, access control rules, script actions, server side APIs, etc.
Experience in implementing jQuery and Prototype libraries.
Proven Service Now implementation experience. Multi-domain/service provider model experience within a SNOW platform.
Created Studio Shell - an open source PowerShell automation environment for Visual Studio.
Built between existing Retail toolsets and Service Now to drive efficiency for the Service Desk, Retail, and Deployment teams.
Worked on CMDB from the scratch.
Familiarity with Service Now core application UI and workflow configuration, report development, integration components (e.g., LDAP, SSO, etc.
Strong skill set in the Service Now suite development including SOAP/REST integration, Web services, Discovery, Workflow, CMDB.
Worked with Salesforce.com team to make application certified.
Manage development projects utilizing a service based approach including working with stakeholders to gather requirements, providing estimates, designing solutions, gaining concurrence, providing work direction, and obtaining sign-off all while maintaining communication and transparency with all interested parties.
Highly motivated, excellent team player, enthusiastic, strong initiative and quick learner of new technologies. Strong interpersonal and communication skills in dealing with customers.
Good knowledge of CMDB and Asset Management Services, Business Services and Configuration item 6y relationships.
Past experience in development of web application using JSP, Servlets, JDBC, XML, Hibernate and Springs Framework.
Experience in web development and application development using HTML, JavaScript and CSS, J2EE.
Experience in ITIL/ ITSM V3 processes, Web services, Business Rules, Client Scripts, Workflows, Web Protocols, and Service Catalogs in Service Now.
Experience of various phases of SDLC such as Requirement Analysis, Design, Code Construction and Test.
Excellent communication and interpersonal skills, ability to learn quickly, good analytical reasoning and high adaptability to new technologies and tools.
Experience with Jelly scripting in ServiceNow
Deployment automation and software delivery’s using Shell scripting with tools like DSM and ITCM.
Working knowledge of web applications, networks, protocols and email (SMTP, POP3)
Assisting in design and development of tools and processes to increase efficiency and reliability of Retail and Deployment teams.
Familiar with Service Now Content Management System (CMS).
Developed excellent professional skills by working independently and also as a team member to analyze the Functional/ Business requirements and to prepare test plans, test scripts, Collaborated onsite teams, interacted and well managed various offshore teams.
Strong Team working spirit, communication and relationship management skills.
Skills Profile
Languages
JavaScript, SQL, Java, J2EE, HTML, XML, C, C++
ITSM TOOLS
ITSMSuite, HPService Manager, HP Asset Manager, BMC Remedy, Service Now
Database
Oracle 10g, SQL Server 2005, My SQL
Web Technologies
JDK 1.4, HTML, XML, DHTML, MSXML, ASPX
App / Web Servers
WebLogic, WebSphere, Tomcat
Environment
Windows 98/2000/2003/XP/NT/XP and Windows NT, LINUX, UNIX.
Education
Bachelor of Engineering in Computer Science
Professional Experience
Service Now Developer
Client: DART, Dallas, Texas May 2016 – Till Date
Description:
Involved in Service Catalog application providing workflow, approval and automation capabilities. Defined Locations in Service-Now and custom built applications doing required analysis. Have exposed to SCCM integration with hand on experience in Process Implementation (Change Management, Incident Management, Knowledge Management and Problem Management).
Responsibilities:
Analysis of the specifications provided by the clients.
Consultation, Implementation, design and development.
A ServiceNow Technology Analyst with experience on implementing end-to-end Service Catalog, Incident Management, Knowledge Management, Configuration & Asset Management, Change Management.
Participating in group Meeting and discussions among different stakeholders.
Utilised the Service Now and Service Catalog for users to create Service Requests and Service Items.
Development and working experience on Service now plugins and Customizations.
Created various workflows for Incident Management, Change Management, Service Requests and SLA's.
Facilitating rollout of new applications and modules.
Mapping the user requirements / enhancements to Service Now entities and providing estimation for end to end development of requirement.
Used SCCM integration to fulfil this requirement.
Knowledge of working with different kind of scripts in ServiceNow and their order of execution.
Experience in Installation and Configuration of different modules of Service-Now.
Configured Applications using Service-Now tool used in ITIL Management. Strong understanding of ITIL V3. Deep functional and technical knowledge of the Service Now platform as well as experience delivering medium to large-scale Service Now implementations.
Helped company to do a complete inventory of all assets prior to going public.
Attention to detail and complex problem solving abilities from operational and technical perspective.
Functional knowledge and implementation experience of IT Service Management ITSM frameworks and demonstrated project management skills and experience working directly with customers and clients.
Develops and improves user systems procedures, and prepares systems documentation.
Manages data with Tables, the CMDB, Import Sets, and Update Sets.
Manages users, groups and roles.
Develop and manage application code, user interface, and third-party integration components.
Integration of service now with LDAP for authentication.
Managing client scripts, UI policies, UI actions and Data policies.
Service Now developer
Client: BCBS, Des Moines, Iowa April 2014 – April 2016
Description:
Involved in providing Service & Solutions in IT infrastructure Services with expertise in ITSM suite Service-Now and custom built applications doing requirement analysis. Have exposure to SAAS (Software as a Service) with hand on experience in Process Implementation (Knowledge Management, Configuration Management and Change Management).
Responsibilities:
Responsible for providing Service Now customization to end clients.
I have been utilized to roll out various applications such as Incident, Problem, SLA, Service Catalog, Change Management, Project Management CMDB and many more.
Helped device reliable asset tracking system for equipment that employees were allowed to take home.
I have also been involved in importing/integrating data, through various means, such as JELLY,WEB services, LDAP, JDBC and importing via spreadsheets, I have built WSDL's for integrating third party tools as well as building scripted web services using script includes.
Assisting client implementing the MSP (Managed Service Provider) Instance for Service-Now and domain separation for Service-Now Instances.
Experienced in integration of Salesforce.com with external applications by using Web Services
API, Metadata API, SOAP, and IBM websphere.
Highly experienced and skilled Agile Developer with a strong record of excellent teamwork and successful coding project management.
Used JavaScript to create Business Rules, Client Scripts and UI Actions, created various workflows for Incident Management, Change Management, Service Requests and SLA's. Assist in the import of configuration and asset data.
Created transform maps for importing CMDB data.
Technical architect for all SNOW related solutions, including understanding and documenting the full Unisys SNOW architecture.
Utilised the Service Now and Service Catalog for users to create Service Requests and Service Items.
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.
Actively involved and proposed POCs for BMC remedy and Service Now integration using CA PAM.
Worked on the integration of Service Now with Siebel, in which integrated Service Catalog and Incident module.
Writing script includes invoking them in reference qualifiers or variable scripting.
Used JMS integration to fulfil this requirement, worked on Scheduled Jobs and Mid Server Script Includes to fulfil the requirements.
Service Now Developer
Client: Fidelity Investments, Durham, NC Sep 2012 – Mar 2014
Description:
This Service Now instance is created to provide the ITSM processes for the client’s worldwide business assets. This includes maintaining the assets and changing as per the requirements. While doing the B2B integration, interacting with different businesses to provide a common ground and technical inputs for achieving the B2B.
Responsibilities:
Requirements gathering and feasibility analysis
Participating in group Meeting and discussions among different stakeholders
Designing the mapping documents for the B2B integration with web-services.
Analyzed the business requirements, functional specifications in doing the GAP analysis and then transforming them to detailed design documents.
Developed reports for executing team that explained the company’s assets and potential for using those assets to generate profit.
Working knowledge of knowledge articles, incidents, AGILE and dictionaries.
Designing and getting the end to end solutions build from the offshore team for the forms and advanced customization of the UI Pages.
Created SeeShell - a data visualization module for PowerShell environments.
Interacting with Business users and application lead for Requirements and Feasibility.
Imported many CI’s using import set tables
Mapping the user requirements / enhancements to Service Now entities and providing estimation for end to end development of requirement.
Designed and developed the customized process for the incoming email action.
Produced rich web user interfaces and interactive content using JavaScript.
Imported Active Directory to Service now using data sources.
Working and monitoring the various aspects of the projects like Incident, Problem, Service Request, Change Management (including the release management) and Demand Management.
Designed many email templates by using html and jelly scripting and used them in notifications.
Configuration of Service Now modules, Applications, Forms, Email Notifications, SLA for priority tickets, etc.
Administration of users, user groups and security of the applications.
Integrated Fire eye tool with Service-Now using Email integration i.e. inbound actions scripting.
Designing, customizing and configuring Workflows, Views, SLA, Hierarchy designing and maintenance, Complex Business Rules, UI Policies and UI Actions, Reports
Facilitating production rollout of new applications and modules.
Integration with external systems like LDAP, Single Sign On, Email
Unit & Integration Testing
Client: CMA Consulting Services, Albany, New York Jan 2011 – Aug 2012
Responsibilities:
Analyzed user requirements and designed the user interfaces, object model, application server logic and schema.
Involved in developing JSP pages for EHR pages.
Actively involved in Scrum meetings, sprint planning and execution.
Designed JSP pages using struts tag libraries, HTML, DHTML, JSP, AJAX and Javascript.
Coded Struts Action Classes, and Model Classes
Worked with designers to get GUI mockups.
Delivered project needs on time and within the agreed acceptance criteria in a hybrid methodology environment as they attempted to transition to an Agile Methodology.
Created New pages in ESS Portal using Jelly Scripting and UI Macros
Reviewing the code developed by other developers
Implementing RUP development processes on Software Development life cycle.
Speaker at Southeast User Groups and developer conferences, discussing PowerShell development, software processes, various maker projects, and teaching kids how to program.
Integrated the application with Struts Validation framework to do business validations.
Used JAXP for parsing & JAXB for Binding.
Worked with QA team to validate the test cases whether meeting the business Requirements or not
Conducted Unit Testing, interface testing, system testing and user acceptance testing
Involved configuration and deployment of application on Tomcat Apache.
Deployed the applications into LIVE and QA Environment
Used SVN for version and source control.
Involved in writing SQL queries & PL SQL - Stored procedures, function, triggers, cursors, object types, sequences, indexes etc.
Developed Proof of Concepts (POC's) for usage implementation of MDB and Design Patterns for Real Time Application invocation.
Developed the application using Business Delegate design patterns to communication action mappings with EJB session beans & entity beans.
Responsible for Safety Center page menu options, created Spring MVC controller actions for menu options.
Used JMS for Asynchronous messaging.
Involved in producing & consuming SOAP based web services.
Involved in creating JUNIT test cases and ran the TEST SUITE using EMMA tool.
Ran check style, PMD and Find bugs defects and fixed them.
Deployed web components, presentation components and business components in Tomcat Web Server.
Environment: Java 1.4, J2EE, Struts 2.0, JSP, HTML, CSS, Oracle 9i, SQL, PL/SQL, XML, XSD, Maven, UNIX, JUNIT, VSS, WSDL, itil, EJB, entity beans, JMS, EMMA, and Tomcat 6, Ant..
Client: Liberty Mutual Insurance, Dover, New Hampshire Sep 2009 – Dec 2010
Responsibilities:
Involved in the high level design of modules from Functional Requirement documents.
Integrated Hibernate frame work in the application.
Developed persistence component using Hibernate and integrated into the application.
Involved in WebSphere MQ Series integration with the application.
Ensured the development teams are practicing the Agile principles. Completed product demonstrations, retrospectives, and resolve action items. Assisted Product Owner with Backlog maintenance
Design and Coding web pages using JSP, Servlets and HTML.
Developed Windows Powershell script to automate setting of user credentials and activation of Windows.
Transformed reusable code to Java Beans Components.
Developed application using Struts MVC framework.
Designed and Deployed EJB 2.0 Components using WSAD on Tomcat Application Server.
Involved in process of Database Design and ER Diagrams for the application.
Involved in writing Stored Procedures, triggers and cursors.
Created stored procedures, sequences, triggers and functions in DB2 to store and manipulate data in the database.
Decision analytics, rules engine technology a plus.
Worked with SQL for better performance.
Developed a reporting tool, which is integrated, with the Management tool to generate reports.
Prepared and executed Integration test plans.
Documented the design, development and Testing phases of the project.
Environment: Java, JDK, J2EE, Servlets, Spring, Hibernate, JSP, EJB, JMS, HTML, CSS, XML, UML, JUnit, Rules engine, Shell Scripts, IBM Web Sphere
Client: Genpact, Hyderabad, India June 2007 – Aug 2009
Responsibilities:
Analysis of the specifications provided by the clients.
Performed the Development of Control and Model classes
Involved in setting up Service Desk Application.
Developed common business layer using patterns such as Business Object, Data Access Object (BO, DAO).
Developed Spring service layer which interacts with web services.
Developed a framework in J2EE to provide more flexibility, extensibility among displayable screens
Coding using JSP pages, Java, Servlets.
Customized OOB HD module and designed custom built CM module based on user requirements
Used Struts for the design and development part of the tool presentation.
Used JDBC for the connectivity to back-end database MS SQL server.
Integrated Remedy ARS with HP Open View for tracking availability and performance.
Testing - integration testing.09
Designed reports for Global Support Center by using SQL Loader. Trained users about the usability and the various processes in the system.
Responsible for overseeing the Quality procedures related to the project.
Environment: Java, Servlets, HTML, WML, Java Script, JSP, Struts, Jboss 4.0, MS SQL Server, Windows 2000 Server.
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