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Summary

An ambitious and optimistic Engineer with over 3 and half years of hands
on experience in the IT industry involved in providing ITIL and IT Service
Management Solutions in IT Infrastructure with expertise in the ITSM suite
(Service-Now).
Solid working experience on different modules of ServiceNow.
Good knowledge and understanding of ITIL process.
Knowledge of multiple technologies and frameworks.
Enhanced personal skills by continually taking web-based training and off-
site courses.
Tremendous problem solving and troubleshooting skills, leadership qualities,
strong analytical, organizational, multitasking, execution skills and
presentation skills with ability to co-ordinate activities and interact with end
users in a fast paced team environment and ensure delivery within time
frame.
Magnificent verbal and written Communication, Strong experience
interacting with clients, end-users, requirement gathering, understanding
requirements, analyzing solutions. Ability to work in tight schedules, mentor
and team player with strong aptitude towards interpersonal communication
with ability to work in team and independently.

ServiceNow Experience:
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 and Release
Management with extensive knowledge on Content Management System.
Gathering requirements and converting BRDs into technical
requirements. Created design patterns & implementation plans for
ServiceNow enhancements.
Design and engineer solutions leveraging all appropriate components offered
by ServiceNow to answer the needs for business workflows, ticketing or
other ITSM requirements.
Post roll out production support. Experience of handling Bug Fixes and
Enhancement requests
Experience working with Business Rules, Client Scripts, UI Policies, UI
Scripts, UI Actions, UI Pages, Script Includes, Access Control Lists
etc...
Expert in JavaScript, JQuery, prototype and Jelly scripting used in
ServiceNow.
Knowledge of working with different kind of scripts in ServiceNow and their
order of execution.
Experience working with email notifications, inbound actions, reports,
gauges, and home pages.
Experience on creation of catalog items, wizards, record producers,
interceptors, user guide.
Working on creation and customization of complex workflows and custom
workflow activities.
Worked with transform maps, data sources and different transform
scripts for data loads and management.
Working with schedule jobs, events and triggers to manage business
needs and handle background work.
Working with complex UI customization, BMC map customization and UI
macros.
Expertise in writing SQL Queries, Dynamic-queries, sub-queries and
complex joins for generating Complex Stored Procedures, Triggers, User-
defined Functions, Views and Cursors.
Appreciated for suggesting and successfully implementing performance
changes throughout different modules of ServiceNow by converting sync
server calls to async and use of scratchpad.
Experience with implementing configurable SLA management and License
management.
Developing Functional and Technical Specifications and provide User
Training.

Integrations Done:
ServiceNow - Web service integration (inbound and outbound) with third

party application such as netcool Tool, isac, Demax, Telaris etc.


CMS integration through UI pages with Mind Align communicator and user

complaint site (Assist).


Integration with processors and URL with Avaya business communication

system.
LDAP integration.

Email integration

Major implementations:
Hawkeye a monitoring system for all scripts and objects created in
ServiceNow to help developers to search and debug easily. Also monitors
performance issues in script.
XML sync application to pass any records or data from one environment to

other easily and automatically with the help of xml.


User reporting application to report users logged in with regions, BU, code

etc. and also monitors terminated users.


Overall performance changes by making sync scripts to async and use of

scratch pad.
Restricted and Major incident functionalities for user security and urgency.

Working on converting a running customer complaint site in php to


ServiceNow CMS project.
Proposed and implemented a generic soap service for use by any catalog
item integration with third part tool by mean of easy configurations from
client side.
Configurable SLA implementation in Incident and service catalog
management based on user defined parameters.

Certifications
Service-Now Implementation Specialist
Service-Now Admin
ITIL Certification
J2EE and Java from ATS InfoTech Pune.

Achievements:
Individual contributor award in 2011.
Customer satisfaction and commitment award in 2013.
Many monthly awards for different contributions towards project.
Awards for innovation and CSI.

Programming and Software Skills:

Primary skill : ServiceNow(ITSM) Development & Implementation


Scripting : JavaScript, jQuery, Prototype, Jelly scripting, VB scripting
Languages : Java, J2ee, VB, C, C++, HTML, .net, Android Basic.
Tools : Net Beans, Eclipse, Toad
Database : Oracle, MY SQL, MS-Access
Technologies : JSP, Servlet, Struts, hibernate, spring, JDBC, EJB

Professional Experience:

Employer: [COMPANY NAME]


Designation: Technical Lead
Duration: 2011 Till date
Location: Pune (Maharashtra)

Cognizant Technology Solutions is an American multinational corporation that


provides custom information technology, consulting and business process
outsourcing services. It is headquartered in Teaneck, New Jersey, United
States. Cognizant is included in the NASDAQ-100 and the S&P 500 indices.

Projects:
Project: CS DevOffShore
Role: ServiceNow Consultant and Developer
Tool: Service-now
Duration: 2014 Till Date
Client: CS (Credit Suisse)

Credit Suisse Group is a Switzerland-based multinational financial services


holding company, headquartered in Zrich that operates the Credit Suisse
Bank and other financial services Investments. The Company has been
identified as one of the world's most important banks, upon which
international financial stability depends. The bank is also one of Fortune
Magazine's most admired companies. Credit Suisse has been recognized as the
world's best private bank by Euromoney's Global Private Banking Survey and
as the best European Equity Manager by Global Investors.In polls by
Euromoney, it has been ranked as the top private bank and the best bank in
Switzerland.In 2005 Credit Suisse was ranked as the second best prime broker
by Institutional Investor.

Responsibilities:
Service-Now consultation and implementation.

Working with and functional requirements within ServiceNow for CMS,

Catalog Management, Incident, Web services and interfaces


Grooming new comers and sharing knowledge.

Working with process owners and business stakeholders to translate


business requirements into functional requirements within ServiceNow and
proposing resolution and design suggestions
Facilitating rollout of new applications and modules.

Application UI Configuration

Scripting and advanced conditioning

Documentation of changes and new development as technical and functional

specs.
Design and implement new functionality using Business Rules, Client Scripts,

UI Policies, UI Scripts, UI Actions, UI Pages, Script Includes, and Access


Control Lists.
Service Catalog and Request Workflow Design and Configuration.

Designing the Content Management System for Various system which


involved layout, UI pages, CSS and service catalog work.
Created various workflows for Incident Management, Change Management,

Service Requests and SLA's.


Working with dynamic HTML components: AJAX, JavaScript, CSS, XML, HTML

and XHTML.

Project: UBS IT IS ESM


Role: ServiceNow Developer
Tool: Service-now
Duration: 2012 2014
Client: UBS (United Bank of Switzerland)
UBS AG is a Swiss global financial services company with its headquarters in
Basel and Zrich, Switzerland. The company provides investment banking,
asset management, and wealth management services for private, corporate,
and institutional clients worldwide. UBS is the biggest bank in Switzerland,
operating in more than 50 countries with about 60,000 employees around the
world. It is considered the world's largest manager of private wealth assets,
with over CHF2.2 trillion in invested assets, and is a leading provider of retail
banking and commercial banking services in Switzerland.

Responsibilities:
Service-Now implementation and development.

Working with and functional requirements within ServiceNow for CMS,

Request Management, Incident, Problem, Knowledge, Change, Core


Platform, Web services, interfaces etc.
Working with process owners and business stakeholders to translate
business requirements into functional requirements within ServiceNow and
proposing resolution and design suggestions
Facilitating rollout of new applications and modules.

Application UI Configuration

Scripting and advanced conditioning

Proposing new CSI and business solutions within ServiceNow to benefit

customers.
Documentation of changes and new development as technical and functional

specs.
Design and implement new functionality using Business Rules, Client Scripts,

UI Policies, UI Scripts, UI Actions, UI Pages, Script Includes, and Access


Control Lists.
Service Catalog and Request Workflow Design and Configuration.

Designing the Content Management System for Various system which


involved layout, UI pages, CSS and service catalog work.
Created various workflows for Incident Management, Change Management,

Service Requests and SLA's.


Working on Report, dashboard designing.

Working with dynamic HTML components: AJAX, JavaScript, CSS, XML, HTML

and XHTML.
Production release support.

Deployment and L3 support.

Project: IT IS-Offshore
Role: Programmer analyst
Technology: JSP, Servlet
Duration: 2011 2012
Client: Cognizant (Internal)
Responsibilities:
Developing and managing java based website.

Working with JSP, HTML and Servlet.

Providing user friendly UI to user

Fixing bugs.

Working on user requirements.

Education: