Service Developer
Resume:
BABAR M
**********@*****.***
PROFESSIONAL SUMMARY:
8+ Years of experience in all phases of Software Development Life Cycle SDLC, quality management systems and project life cycle processes.
5+ years of experience in ServiceNow platform as both Developer and Administrator.
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.
In-depth knowledge of the technical implementation of Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management, Knowledge Management, Reporting, Discovery and Integrations.
Involved in Integration with third party tool Altiris, where data is imported to CMDB.
Good knowledge of CMDB and Asset Management Services, Business Services and Configuration Items and Configuration item relationships.
Extensive experience of integrating Service Now with third party tools and implementation of SOAP and REST API.
Experience in design and developing custom applications in ServiceNow.
Performed CRUD operations on webserver using Service Now outbound REST functionality.
Knowledge on UCMDB which features prominently in HP ITSM, CCRM and SACM solutions supporting (ITIL based) change and configuration management processes
Created various work flows for incident, problem, change management service requests.
Experience in upgrading Remedy Action Request System and ITSM from 6.3 to 7.1 and from 7.1 to 7.6 versions.
Experience working with service watch which is used to discover and map all application and IT infrastructure components.
Scheduled cloning and migration of data from Instances in ServiceNow.
Integrated ServiceNow with third party applications using SOAP Web service.
Experience working with Replicator, application used to perform e-bonding two serviceNow Instances.
Extended workflows to interact with systems and applications outside the ServiceNow instance using Orchestration.
Experience in Migration &INTEGRATION of Knowledge from CA Service Desk, BMC Remedy into SERVICENOW.
Experience in handling tables on CMDB and also had a profound knowledge and experience on DISCOVERY & SERVICEWATCH.
Developed script on server side and client side for BUSSINES RULES, UI POLICIES, UI ACTIONS, and UI MACROS & CLIENT SCRIPTS.
Setting up Discovery Application and configuring it to update the CMDB Accurately.
Hands on experience in web development using HTML, JavaScript, JQuery, Jelly, Ajax, CSS, Angular JS, Bootstrap.
EDUCATION:
Bachelors of Technology from Preston University, Pakistan.
TECHNICAL SKILLS:
ITSM Tools
ServiceNow (Incident Management, Problem Management, Change Management, Configuration Management, Content Management, Asset Management), ITBM, ITOM, ITSM Suite, HP Service Manager, HP Asser Manager, CSM, Madrid, London, Kingston, ServiceNow GRC.
Languages
C, C++, C#, J2EE, AngularJS, SAAS, HTML, AJAX, CSS, XML, JavaScript, JQuery, jelly, Perl scripting, SQL, PL/SQL, SOAP.
Application Servers
IIS 5.0, Apache, Tomcat, Web Logic.
Databases
Oracle 10g, SQL Server 2005, MY SQL.
Operating Systems
Windows 7, Windows 2008/XP, UNIX.
PROFESSIONAL EXPERIENCE:
Client: Anthem, Atlanta, GA Nov 2018 – Till Date
Role: Servicenow Developer/Admin
Responsibilities:
Participates in design, code, and test inspections throughout product life cycle to identify issues. Participates as a technical consultant at other project meetings. Presents technical status and issues at milestone reviews
Participate in the design and recommendations of overall system functionality
Actively participate in daily Scrum meetings and regular sprint planning, review, and retrospective meetings
Develop and manage application code, user interface, and third-party integration components
Manage data with Tables, the CMDB, Import Sets, and Update Sets.
Created reports, Workflows, data imports for Incident, Problem, Service Request, and Change ServiceNow modules.
Have hands on Experience on Integrating ServiceNow with third party tools and Domain separations for the external users to raise incidents in SNOW.
Working with ITSM module like Incident, Problme, Change etc.
Working with ServiceNow workflows, business rules, ACL's, glide, server side scripting and client side scripting.
Created notifications based on user requirements and also configured inbound email actions to create incidents or requests.
Used AngularJS framework to bind HTML (views) to JavaScript objects (models).
Established and maintained effective communications with customers, other technology specialists, and vendors about services.
Discussed the business requirements with clients and documenting them into process requests.
Built forms from scratch along with advances customizations at the level of UIMacros/UI page as per the complex requirements.
Designing service portal in using HTML, JavaScript, and AngularJS.
Created a lot of clients scripts/UI policies also with a lot of high-level customizations like attaching a custom event and DOM-injection with JQuery and Prototype.
Created many standard workflows which are being re-used and propagated and handled many custom events.
Created various workflows for Incident Management, Change Management, Service Requests and SLA's.
Created Buttons and context menus both on form and lists using UI actions.
Designed many email templates by using html and jelly scripting and used them in notifications.
Work on REST GET and POST using basic HTTP Authentication
Manage client scripts, UI policies, UI actions and Data policies.
Develop Email Notification and Alerts to notify users about specific activities in the system such as updates to Change and Problem requests.
working with Business Rules, Client Scripts, UI Policies, UI Scripts, UI Actions, UI Pages, Script Includes, Access Control Lists.
Successfully upgrade instance London to Madrid.
Work on testing for all the available instance after upgrade.
Set up Configuration Management from scratch defining the CI classes and their relationships.
Working on knowledge article and modification in different scenario.
Experience in migration of one instance to another instance.
Environment: ServiceNow[London, Madrid], JavaScript, Mid server, ITOM, AngularJS, XML, AJAX,SAAS, SOAP.
Client: Premier Inc, Raleigh, NC Mar 2017 – Oct 2018
Role: Servicenow Developer
Responsibilities:
Develop and manage application code, user interface, and third-party integration components.
Performs core configuration tasks including system policies, business rules and client scripts
Manages users, groups and roles.
Manages data with Tables, the CMDB, Import Sets, and Update Sets.
Creates Workflow activities and approvals. Implement new workflows that use a variety of activities to understand how records are generated from workflow.
Coordinates Service Catalog options, including two-step checkout, cart controls, and variables
Investigate performance issues, learn troubleshooting tools, and use system logs to find issues.
Defining Service Level Agreements SLAs, notifications, and reports
Extensively worked with REST GET and POST using basic HTTP Authentication
Configuration of Email Notification and Alerts to notify users about specific activities in the system such as updates to Change and Problem requests.
Chairing Weekly/Monthly Service review calls with Customer management and taking actions for improvement.
Implemented client side scripting using JQuery and AngularJS.
Developed UI Appearance for Service Catalog Requests.
Complete development, configuration and workflow administration to support business processes in the platform
Administration of Development, QA Production Servers. Custom workflow migration using Migrator Tool, Data loads using Data Import Tool, Data Wizard Tool, and Data Management Tool.
Performed integrations and process automation using ServiceNow Orchestration.
Work closely with ServiceNow functional team to build requested items and tasks using workflows to manage processes from the customer to the fulfillment teams
Created knowledge article with specific roles and configure properties.
Implemented Change management from scratch, along with CMDB configuration changes along with customizing and creating new forms and workflows.
Migration of customizations from one instance to other instance.
Exposure to new plugins like incident alert management, orchestration and structured problem analysis.
Imported many CI’s using import set table.
Successfully created new View forms for different Customizations in Incident and Change Management modules. Developed and created various forms, Menus, Active Links, Filters, escalations and menus to enhance the functionality.
Environment: ServiceNow[Kingston/ London], Unix, Oracle 10g, XML, AngularJS, WINSCP, SQL*Plus, JavaScript, BMC ADDM, Mid server.
Client: NCR Corporation, Dayton, Ohio Nov 2015 – Feb 2017
Role: ServiceNow Developer
Description: The NCR Corporation is an American computer hardware, software and electronics company that makes self-service kiosks, point-of-sale terminals, automated teller machines, check processing systems, barcode scanners, and business consumables.
Responsibilities:
Communicated with all divisions in the Finance Department and Modified the functioning of various applications which are already in use according to their requirement.
Build the MID SERVER to pull the data from the external databases.
Worked on the employee self-service portal where the external agencies can order the catalog items.
Attended the meeting with State director and ServiceNow delegate’s on the presentation of Geneva.
Scheduling SLA for Incident Management.
Worked on Incident Management, Problem Management, Service Catalog, and Configuration Management and modified the notifications based on the requirement.
Created the service catalog items and build appropriate work flows and captured the billing process for the catalog item which created reports based on monthly invoice.
Worked on the Change management, modified the workflows of routine, comprehensive and emergency and build the appropriate approvals based on the change.
Populated CMDB with configuration items (CI) using Discovery.
Worked on Service Catalog, Configuration Management, Reporting, LDAP, MID Server, Inbound/Outbound emails and Discovery.
Used ACL’s for controlling the security mechanism in Service Now and Setup the SLAs according to the business requirements.
Configured LDAP server and LDAP listener for updating the user and group table record.
Worked on creating the custom ESS portal page
Good understanding of web services with SOAP/ XML/ WSDL and HTTP Request Methods.
Involved in designing web services to support internal and external requests.
Created SOAP message functions and configured it to be sent through mid server.
Responsible for leveraging knowledge and experience to deliver end-to-end methodologies within ServiceNow which includes architecting technical implementation of IT Infrastructure Library (ITIL) processes, organizing and prioritizing development effort.
Develop systems integrations and process automation – fully utilizing the platform’s workflow capabilities.
Modified the appearance of the form views for the entire organization.
Developed solutions in the ServiceNow platform that are sustainable and ITIL compliant.
Environment: ServiceNow[Fuji], Java script, XML, Jelly script, Oracle 10g, SQL Server 2005, UNIX, Mid server.
Client: Adecco, Jacksonville, FL Aug 2014 – Oct 2015
Role: ServiceNow Developer/Administrator
Description:The world of work is constantly changing and Adecco is one of the leading forces shaping that change. With a growing demand for both flexible and skilled workforces we have two distinct approaches to the market.
Responsibilities:
Use Administration of common platform applications: Knowledge Base, Service Catalog, Workflows, SLA's, Reporting etc.
Core Application Administration: Policies Interactions, Application Security, Events Notifications.
Managing client scripts, UI policies, UI actions and Data policies.
Moving data in and out of an instance using import sets and transform maps and also auto import of data into service now.
Defining Service Level Agreements SLAs, notifications, and reports.
Develops new applications from beginning to end.
Involved in activities like Instance cloning, patch upgrade and post Implementation after clone.
Created SOAP message functions and configured it to be sent through Mid server.
Maintains existing applications. Creates code that meets system standards.
Integration of service now with LDAP for authentication.
Populated CMDB by importing data of IT assets into the system.
Integration of Service Now with BMC Remedy for ticket creation on change submits.
Subject Matter expert on Incident Management, Change Management Process and Knowledge article.
Recommended appropriate design alternatives to be implemented based on customer constraints.
Developed and executed plans and procedures for data conversion, customer acceptance criteria and installation strategy.
Migration of customizations from one instance to other instance and Ongoing Maintenance.
Environment: ServiceNow [Berlin/ Calgary], Windows 8, Javascript, Jelly Script,My SQL, XML.
Client: Systems Limited, Pakistan June 2011 – July 2014
Role: SQL Server developer
Description: Systems Limited is a global leader of next-generation IT services and BPO solutions. Ever since its inception in 1977, the company has evolved and taken center stage in information and technology by providing computing strategies and solutions to Government and Private Organizations.
Responsibilities:
Written Stored Procedures and SQL scripts both in SQL Server and Oracle to implement business rules.
Experience in Creating and Updating Clustered and Non Clustered Indexes to keep up the SQL Server Performance.
Designed physical data models and created DDL scripts to create database schema and database objects - functions, views and triggers.
Responsible for developing processes, automation of maintenance jobs, tuning SQL Server, locks and indexes configurations, administering SQL Server security, SQL Server automatic e-mail notification and SQL Server backup strategy and automation.
Created SSRS reports based on Business requirements on top of SQL database.
Implemented different types of constraints on tables. Designed and applied entity and attributes description and definition for the models.
Managed and monitored the system utilization. Compressed data files by removing empty database pages and updating index statistics.
Configured Snapshot replication for reporting, user acceptance test and development servers. Generated periodic reports based on the statistical analysis of the data from various time frame and division using SQL Server Reporting Services (SSRS).
Created and designed solutions that use the SSRS gateway to interface between SSRS and a web front end (ideally flex) reports to make minimize the report execution time and to limit the no of records required.
Experience with stored procedure driven reports, building custom application on reports, formula writing/ editing in reports, Report Administration and performance tuning of reports.
Configured replication servers and transactional replication between production and standby server for disaster recovery.
Environment: SQL Server 2005/2008, SQL Server Reporting Services 2005(SSRS), T-SQL, Visual Basic, Windows XP.
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