Professional Summary:

Overall *+ Years of Information Technology experience in Software Design, Development, Analysis, Testing and Implementation in ServiceNow platform as both Developer and Administrator.

About 4+ years of hands on experience in providing ITIL and IT Service Management Solutions in IT Infrastructure with expertise in the ITSM suite (ServiceNow).

End-to-End Development and Customization of Incident/Problem and Change management applications per ITIL and INVESCO’s processes and policies.

A ServiceNow Technology Analyst with experience on implementing end-to-end Service Catalog, Incident Management, Configuration & Asset Management, Change Management and Release Management with extensive knowledge on Content Management System.

Extensive development in our Service Now platform including creation and customization of our Incident, Request, Service Change, Service Level, Knowledge and Configuration (CMDB) applications and processes.

Hands on Experience on CreateNow suite, PPMC Suite, HR Case Management, Time Card and On Call scheduling modules.

Gathering requirements and converting BRD’s into technical requirements. Created design patterns & implementation plans for ServiceNow enhancements.

Design and engineer solutions leveraging all appropriate components offered by Service-Now to answer the needs for business workflows, ticketing or other ITSM requirements.

Developing JavaScript and configuring Workflows to implement additional Features, customizations and enable the process flow.

Post roll out production Support. Experience of handling Bug Fixes and Enhancement requests.

Experience in configuring the Incident Management, ServiceWatch, Problem Management, Change Management, Asset Management, Service Request Management applications and BMC Atrium CMDB.

Expert in Designing, Developing, Maintaining, and Optimizing the Universes using Designer module

Configuration, Web Services, Catalog client Scripting, SOAP, Developing complex workflows.

Experience in designing User Interface (UI) applications and professional web applications using HTML 4.0/5, XHTML, CSS2/CSS3, JAVASCRIPT, JQUERY, AJAX, JSON AND XML

Good knowledge of latest version of object oriented JavaScript Libraries like Angular.js, Node.JS, Bootstrap, ExtJS 4.0, Require, Handelbars, and Dojo toolkit.

Working experience on CSS Background, CSS Positioning, CSS Text, CSS Border, CSS Margin, CSS Padding, CSS Table, Pseudo Classes, Pseudo Elements and CSS Behaviors in CSS.

Experience in Fixing CSS Cross Browsing Compatibility issue and web application scaling.

Extensive experience on implementing the AJAX features using JavaScript and jQuery.

Proficient in developing web page quickly and effectively using, HTML 5, CSS3, JavaScript and JQuery.

Experience of JavaScript, JQuery, W3C Standards and working with Responsive Web Design concepts.

Experience in using various IDE’s, Dreamweaver, Notepad++, Eclipse and Aptana 3.0.

Worked with version control system like GIT and GITHUB.

Adaptive to team environment and also has the capability of completing complex tasks independently.

Capable of learning quickly and delivering solutions as an individual and as part of a team. Self-motivated Team player with excellent interpersonal and communication skills.

Experience interfacing with stakeholders, System Analysts, Senior Management with excellent communication and interpersonal skills.

EDUCATION:

Bachelor of Technology in computer science, Jawaharlal Nehru Technological University, Hyderabad, India (BTECH CS 2007)

Technical Skills:

ITSM Tools

ServiceNow, BMC Remedy ARS 8.1, 7.6.4/5.x/4/x, Service Desk 7.6.4/6.x/5.x/4.x,Service Request Management 2.1/2.2/7.6,Change Management 7.6.4/6.x/5.x/4.x,Remedy Asset Management 7.6.4/6.x/5.x/4.x, Service Level Agreement 7.x, Mid-Tier, DSO, Remedy Migrator 7.x/5.x, BMC Atrium CMDB 2.x, Remedy Approval Engine,.

Specialties

ServiceNow, RemedyNow, ServiceWatch, CreateNow, Front End, UI.

Languages

C, C++, Java, Java, SQL, PL/SQL, XML, PHP, HTML, CSS, AJAX.

Scripting Languages

JavaScript, Jelly Script.

Database

Oracle 10g/ 9i/8i, MS Access, MS SQL Server 2000/2005, CMDB.

Database Tools

TOAD, SQL*Plus10g/9i.

Web Technologies

PHP, XML, HTML, Java, Java Script, Excel VBA, PowerPoint VBA, VB Script.

Operating System

UNIX, Linux and Win9x/NT/2K/XP.

Packages

MSOffice (Word, Access, Excel Outlook and PowerPoint).

Professional Experience:

Client

RackSpace.

Location

San Antonio, TX.

Role

Sr. ServiceNow Consultant.

Duration

June 2015– Present.

RESPONSIBILITIES:

Involved in the complete end to end cycle of coding, testing, debugging, maintaining and refining the computer software in ServiceNow to produce the required product in an Agile development environment.

Implemented, documented and maintained the ServiceNow platform to meet specific business needs to support ITIL and business processes.

Utilized Java Scripting in Business Rules, Client scripts, UI Policies and UI Actions to deliver solutions that automate and audit business processes to customize the instance as per Business needs.

Involved in working with process owners to develop workflow, implement the workflows in Service Applications and administer the tools and enhanced requests by JavaScript.

Customized UI Appearance for Problem and Change Management Application which is simple, intuitive and easy to use.

Setting up Change Management along with Advanced Risk Assessment Calculator (on a script includelevel).

Configuration of Email Notification and Alerts to notify users about specific activities in the system such as updates to Change and Problem requests.

Responsible for access control, security, minor enhancements such as form or workflow editing, and UAT/Regression testing of any development.

Responsible for maintaining and growing data held within Service Now such as our users, locations, configuration items, service catalog items.

Created reports, workflows, data imports for Incident, Problem, Service Request, and Change ServiceNow modules.

Extensive development in our Service Now platform including creation and customization of our Incident, Request, Service Change, Service Level, Knowledge and Configuration (CMDB) applications and processes.

Responsible for gathering requirements and customizing Business Service Catalogs for AIG organization from the scratch.

Created and Maintained foundation data - User Accounts, Approvers, Support Groups, Sites, Production Categorizations, and Templates.

Involved in providing the design solution, technical methodologies and processes solution to meet the customer requirements.

Experience in developing Applications, Web Sitesusing PHP.

Manage and coordinate activities during the overall ticket life cycle in Incident and Problem Management

Performing quality assurance testing and user acceptance testing.

Responsible for preparing design level, Program-level and user-level documentation.

Created Procedure guidelines used in supporting Technology and Application issues.

Use business analysis skills to directly interface with customers to design and build applications that meet business goals and objectives.

Environment:

Service Now, Asset Management, Incident Management, Problem Management, CreateNow, ServiceNow, Fire eye, HTML, Java script, CSS, CMDB.

Client

AT&T.

Location

Los Angeles, CA.

Role

ServiceNow Developer.

Duration

Jan 2014 –May2015.

RESPONSIBILITIES:

Involved in the complete end to end cycle of coding, testing, debugging, maintaining and refining the computer software in Service Now to produce the required product in an Agile development environment

Implemented, documented and maintained the Service-Now platform to meet specific business needs to support ITIL and business processes.

Utilized Java Scripting in Business Rules, Client scripts, UI Policies and UI Actions to deliver solutions that automate and audit business processes to customize the instance as per Business needs

Involved in working with process owners to develop workflow, implement the workflows in Service Applications and administer the tools and enhanced requests by java script.

Customized UI Appearance for Problem and Change Management Application which is simple, intuitive and easy to use.

Setting up Change Management along with Advanced Risk Assessment Calculator (on a script include level).

Configuration of Email Notification and Alerts to notify users about specific activities in the system such as updates to Change and Problem requests.

Responsible for access control, security, minor enhancements such as form or workflow editing, and UAT/Regression testing of any development.

Responsible for maintaining and growing data held within Service Now such as our users, locations, configuration items, service catalog items.

Created reports, workflows, data imports for Incident, Problem, Service Request, and Change Service Now modules

Extensive development in our Service Now platform including creation and customization of our Incident, Request, Service Change, Service Level, CreateNow suite, PPMC Suite, HR Case Management, Time Card,Knowledge and Configuration (CMDB) applications and processes.

Responsible for gathering requirements and customizing Business Service Catalogs for AIG organization from the scratch.

Created and Maintained foundation data - User Accounts, Approvers, Support Groups, Sites, Production Categorizations, and Templates.

Involved in providing the design solution, technical methodologies and processes solution to meet the customer requirements.

Manage and coordinate activities during the overall ticket life cycle in Incident and Problem Management

Performing quality assurance testing and user acceptance testing.

Responsible for preparing design level, program-level and user-level documentation.

Created Procedure guidelines used in supporting Technology and Application issues.

Use business analysis skills to directly interface with customers to design and build applications that meet business goals and objectives.

Client

Optum.

Location

Southfield, MI.

Role

ServiceNow Administrator/ Developer.

Duration

Aug 2013 – Jan 2014.

Responsibilities:

Worked on Orchestration to automate the top and frequently used service requests

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

Coordinated ServiceNow environment/formback-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.

Responsible for providing analysis of problems and resolutions or fixes for the production issues related to Service Now platform within the Service Level Agreement.

Involved in providing production support for Service Catalog, Incident, Problem, Change, Release, Deployment, Task, Knowledge management modules in Service Now platform.

Support Business departments by coordinating Moves, Additions and Changes with IT Services and Facilities.

Involved with working in an agile development environment.

Responsible for Berlin up gradation in ServiceNow and also involved in the analysis of the impact on the existing customization after Berlin up gradation.

Responsible for mentoring peers and junior curriculum developers in Service Now platform.

Environment:

ServiceNow Eureka/Dublin, Windows 11, XML, Oracle 11g, Toad, SQL*Plus, SQL*Loader, UNIX

Client

Campbell’s Soup.

Location

Philadelphia, PA.

Role

ServiceNow Developer.

Duration

May 2012 – July 2013.

RESPONSIBILITIES:

Implemented, documented, and maintained the Service-Now platform to meet specific business needs to support ITIL and business processes.

Created reports, workflows, data imports for Incident, Problem, Service Request, and Change ServiceNow modules.

Worked with team as junior developer to understand OKTA integratedconfigurations SSO using SAML 2.0 version project environment.

Responsible for gathering requirements and customizing for CTI integration for organization from the scratch.

Created and Maintained foundation data - User Accounts, Approvers, Support Groups.

Create new service catalog requests and items with variables.

Developed UI Appearance for Service Catalog Requests.

Create, monitor, modify, and publish service catalog workflows with approvals.

Designing, configuring and customizing new applications and modules.

Assisting in troubleshooting patch / release management issues.

Build reports, gauges, and home pages.

Experience writing server side script using PHP.

Create and use update sets to move customizations between systems.

Search, populate, and customize the knowledge base.

Writing Business Rules, Client scripts, UI Policies and UI Actions to customize the instance as per Business needs.

Developed operational requirements documentation and train operational staff to maintain solution.

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

Use Business Analysis skills to directly interface with customers to design and build applications that meet business goals and objectives.

Environment:

ServiceNow, Script, PHP, Toad, SQL, SQL, UNIX.

Client

Walgreens.

Location

Deerfield, IL.

Role

Software Developer.

Duration

Jan 2012 –April 2012.

RESPONSIBILITIES:

Developmentinvolved with HTML, XUL, DHTML, XHTML, DOM, CSS, JSON, JavaScript, jQuery, Ajax

Integrated the Java code (API) in JSP Pages

Used jQuery to traverse through a DOM tree and manipulated the nodes in the tree. Implemented the Drag and Drop functionality using jQuery framework.

Used jQuery plugins for Drag-and-Drop, Widgets, Menus, User Interface and Forms.

Designed file format previews (Pdf, Excel and Print) for all the reports in the application using HTML, JavaScript and SQL Stored Procedure.

Debug the application using Firebug to traverse the documents and manipulated the Nodes using DOM and DOM Functions.

Involved in developing HTML and JavaScript for client side presentation and data validation on the client side with in the forms.

Contact with different customer for their requirements and Modified code as the customer needs.

Involved in writing and modifying Procedure, Queries, Views and Triggers and calling them from JavaScript using the Tempnet Framework.

Worked in Onsite – Offshore model.

Developed stored procedures and triggers in MySQL to optimize the performance of the application by reducing time delay in generating complex reports.

Designed and developed interactive user interface using frontend technologies such as HTML, JSP (EL, JSTL,Custom Tags and Spring Tags), JavaScript, JQuery, CSS and AJAX.

Designed and developed RESTful web services for mobile version of the application.

Written SQL Queries to interact with Oracle database.

Successfully executed all the test cases and fixed any bugs/issues identified during the test cycles.

Environment:

HTML5, CSS, JavaScript, JQuery, Dreamweaver CS5, AJAX, JSON, AngularJS, Eclipse.

Client

L&T Infotech.

Location

Pune, India.

Role

Web Developer.

Duration

July 2008 – Nov2011.

RESPONSIBILITIES:

Worked with clients to develop layout, color scheme for their website and implemented it into a final interface design with the HTML/CSS and JavaScript.

Created web pages according to client's guidelines and standards throughout the development and maintenance of the website using HTML, XHTML, CSS and JavaScript.

Established standards and best practices for coding and design.

Extensively used CSS to change the styles to be used in future web layouts and debugging the errors issues with CSS.

Used various adobe tools to improve quality of images.

Designed web pages using XHTML and CSS/CSS3.

Implemented functionality in JavaScript.

Tested application on Internet Explorer 6.0 and above, Firefox, Opera and Google Chrome to achieve Cross Browser Compatible Issues.

Converted Photoshop documents to table-less semantic XHTML, CSS.

Performed Validations of XHTML and CSS (using Firebug, HTML Tidy, W3C validator).

Environment

HTML, DHTML, CSS, AJAX, JavaScript, JQuery, SVN, Eclipse.

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