PROFESSIONAL SUMMARY:

• IT Service professional with 7+ years of experience with 4+ years of experience as a ServiceNow Consultant for development, administration and implementation and other supporting applications. 1 year as Remedy administrator/developer with good experience Java Scripting.
• Experience in ITSM suite of applications using ITIL V3.
• Good understanding of all five phases of ITIL: Service Strategy, Design, Transition, Operation and Continual Service Improvement.
• Functional knowledge and implementation experience of IT Service Management (ITSM) frameworks and demonstrated project management skills and experience working directly with customers and clients.
• Hands on experience on various ITSM components like Helpdesk / Service Desk, Asset Management, Configuration Management, Knowledge Management, Service Catalog Requests, Integration with Web Services
• In - depth knowledge of the Technical implementation of Change Management, Asset Management, Incident Management, Problem Management, Service Catalog, Configuration Management, Reporting, Discovery and Integrations.
• Created and configured new Applications in Service-Now and customized the applications using Business Rules, Client Scripts, UI Actions, UI Policies, External Data load using Import Sets and Transform maps using various connector types like JDBC, CSV, XML, etc., as part of new application roll outs of Infrastructure Management.
• Configured ServiceNow for the defined processes. Design and develop scripts for any customization required like scripting in workflows.
• Hands-on experience with Glide Forms, Glide Record, Scratchpad, Glide AJAX and Glide System used in UI Actions, Business Rules, Client Scripts and discovery tool service watch.
• Experience in importing users and configuring security with Microsoft Active Directory and enabled Single sign-on.
• Experience in creating an Access Control Rule (ACL) and use of scripting tools and ServiceNow functionality to create script to automate routine tasks.
• Experience with ServiceNow Content Management System (CMS) for enabling content for ESS portal users.
• Strong skill set in the ServiceNow suite development including SOAP/REST integration, Web services, Discovery, Workflow and CMDB.
• Working experience of various phases of SDLC such as Requirement Analysis, Design, Code Construction and Test.
• Experience in upgrading from Eureka feature release to Fuji release and applying patches to ServiceNow instances.
• Migrated Incident, Change, Problem to ServiceNow using Import sets and Web-Services.
• Hands on experience in, Master ARSuite, AR Schema, Flashboards, Remedy EIE, Remedy Web Services, SLA Management.
• Extensive knowledge of Remedy workflow such as Request Forms, Active Links, Filters, Active Link and Filter Guides and Escalations.
• Knowledge of web based development languages; specifically JavaScript, HTML and CSS.
• Experience in Auditing and Archiving of Remedy and ServiceNow applications.
• Excellent work experience on Front-end and Backend testing.
• Demonstrated the ability in developing Test Plan and test cases utilizing requirements and design documents, specifying Testing Overview & implementation.
• Ensured customer satisfaction through direct liaison with client representatives.
• Carried out hazard and risk assessments for all tasks as per company policy and procedures.
• Lead monthly review meetings with Portfolio Leaders.
• Lead consensus meetings between Supply Chain, Marketing, Finance and Sales.
• Reviewed, developed and managed safety stock settings in conjunction with Inventory Manager.

TECHNICAL SKILLS:

IT Services: ITSM suit, ITIL V3, ServiceNow, CMS, SCR, SAM, and LDAP

Programming Languages: C, C++, Python, HTML, CSS, JavaScript

Software Methodologies: SDLC, Agile, SCRUM

Database: MySQL

Web/Application Servers: IBM Web Sphere 6.x, Web Logic 10, Apache Tomcat

IDE: Eclipse, Net Beans, Webstorm, JetBriansPyCharm

Version Control Tools: CVS, SVN, GitHub

Tools and Packages: Rational Rose, Ant, Maven, TOAD, MS Office, Dreamweaver

WORK EXPERIENCE:

Confidential, IL

ServiceNow Consultant

Responsibilities:

• Involved in gathering the Business Requirements and Interacted with the Helpdesk users and end users to understand the existing functionality, current state processes, tools to get a better view of the Business Processes and functionality so as to document and configure the ServiceNow Platform.
• Implementation, Customization and Maintenance of ITIL modules such as Incident Management, Change Management, Problem Management, Knowledge, CMDB in ServiceNow
• Responsible documentation for Configuration, Customization, Integration with External Services, Administrating ServiceNow processes (User management/Group management), writing Catalog client scripts and UI policies to make client side changes.
• Involved in discussion with other technical teams to meet the business and technical requirements for ServiceNow such as SMTP Admin, IBM Data power, Web-service Owners and DBA to build integration to external and internal systems, currently using as SMTP (EMAIL), MID Server and Web Service (Construction, integration, testing).
• Development of Service catalog which includes creating new catalog items, designing workflows and execution plans. Creating database views to pull the reports on variables which are being used by catalog items. Creating the UI pages and using them in catalog items.
• Configured multiple Catalog Items; Front-end web / GUI components using JavaScript, web-services integration using SOAP and REST, CSS, HTML5
• Created UI Actions, UI Actions, Business Rules, and Client Scripts extensively using Glide Forms, Records, Scratchpad, AJAX and Glide System used in.
• Experience with servicenow discovery tool service watch to discover and import CMDB items, establishing relationship between datacenter components which comprises business services. Also integrated HP’s UCMDB with servicenow service watch.
• Worked on Project Portfolio Management PPM module to view all the related projects and application at the same time and track their progress by Gantt charts. Also worked on demands in the PPM module. Created new portfolios to track events of the projects also maintained old portfolios to make changes and update whenever required.
• Worked on CMDB from the scratch. Configured multiple forms for Asset module using Configuration Management Database.
• Also I have working experience on Asset Management to track the finances of the company property, wherein I worked with colleagues from finance department and IT services end users. We used manage and oversee the asset lifecycle.
• I have also been involved in procurement management to some extent, like to track service catalog requests as well as creating and managing purchase and service orders.
• Creation of Workflows for Service Catalog items and Knowledge articles in ServiceNow.
• Coordinated the instance upgrade activities.
• Involved in cloning activities like raising the request for cloning and excluding some tables to not come under cloning.
• Working on order guides, to arrange them in sequential order to make the user comfortable while raising a request.
• Worked on DISCOVERY Tool and troubleshooting it. Set up of mid servers and their connectivity.
• Worked on UI Macros to create pages as templates on requirement from the stake holders
• Resolving typical Users access and roles issues by checking active directory and users table.
• Re-designed workflows using workflow editor, Reconciled complicated workflows to simpler form.
• Writing script includes invoking them in qualifiers or variable scripting.
• Integrating Service catalog module with “Netcool” monitoring tool using Web Services and fixing the issues which come up while the tolls are getting interacted.
• Carried out hazard and risk assessments for all tasks as per company policy and procedures.
• Lead monthly review meetings with Portfolio Leaders.
• Lead consensus meetings between Supply Chain, Marketing, Finance and Sales.
• Reviewed, developed and managed safety stock settings in conjunction with Inventory Manager.

Environment: ServiceNow, Crystal reports 2008/9.x, Netcool, CSS, HTML, Web Services, CMDB.

Confidential, NC

ServiceNow Consultant

Responsibilities:

• Customization of applications and tables for Incidents and Service Requests for the first point analysison tickets and assigning them to other service lines based on the scope.
• Develop and maintain the application architecture for business functional areas in compliance with the enterprise architecture.
• Supported the team responsible for the implementation and administration of the ServiceNow installation, including managing system configurations, gathering and documenting user and process requirements, developed workflow customizations, and performed quality assurance testing and user acceptance testing.
• Tracking of Incident from creation to closure, with timely communication to business. Monitoring service level agreement (SLA’s) and operation level agreement (OLA’s).
• Worked on Incident management, Change management and Problem management modules as per the requirements, I have also worked on other modules such as, CMDB and Knowledge base.
• Daily tasks included customizing the existing or creating new Business Rules, Scripts- Includes; Client catalog script, Client Script. As per the business requirements. Creating UI Actions for Buttons and context menus on form and lists so that the whole application to any user is user-friendly any easy to handle.
• Designed and implemented ServiceNow Integration solution with Emails, SMS and Alerts to raise and resolve the incidents from remote locations.
• I have also worked on the plug-ins in servicenow application. Configured and enabled the chat functionality for Service Desk ticketing application built in servicenow.
• Develop code in mid-tier server integrating ServiceNow.
• Responsible for establishing the single sign on through LDAP, making the sign in process easy by using the company’s login portal.
• Created transform maps for importing CMDB data and data from other company applications. Thus making the import of the data from existing database tables easy and quick.
• Created ServiceNow suite configuration in ServiceNow fulfillment, service catalog, Dash board.
• Communication with Business Clients and first point of contact/interface for application issuesand outages between Business and Technology Team.
• Creation and Estimation of efforts for software change requests or enhancements. To make a calculated assumption for the business.
• Created directory system agent using LDAP server.
• Created portfolio in PPM module to measure the progress of several projects at the same time and to create multi-project reports for analysis.
• Worked on offshore team and can understand encryption/decryption methodologies.
• Worked with windows team, network team and Asset team in order to check for the data collected through discovery is accurate.
• Written script includes and invoked them in business rules and client scripts
• Imported many Configuration Items using import set tables and adding them to ServiceNow to get the work more streamline.
• Imported Active Directory to ServiceNow using data sources.
• Publishing new incidents in the Problem Management report and updating the same in Known Error Database and Root Cause Analysis report.

Environment: ServiceNow, Asset Management, Incident Management, Problem Management, HTML, Java script, CSS, CMDB.

Confidential, Paramus, NJ

ServiceNow Developer/ Admin

Responsibilities:

• Recognizing the Business Requirements by interacting with the helpdesk users, fellow developers and end users to understand the current functionality, processes and tools to get a better understanding of the Business Process and to document, support, develop and configure the ServiceNow Platform.
• Customizing user administration on ServiceNow for the client, like managing users, groups, roles and Microsoft active directory, to make everything more efficient, easy to access and streamline. Helping the company’s internal users and thus in the growth of the company itself.
• Customizing data management as per the business requirements in the form of ServiceNow tables, Import Sets and CMDB.
• Creating database views to pull the reports on variables which are being used by catalog items.
• Implementation of different policies in ServiceNow such as UI Policies, Data Policies, UI Actions, Business Rules and Client Scripts. Making the ServiceNow application more user-friendly and providing good user experience.
• Responsible for maintaining Update Sets, Upgrades, Performance and Troubleshooting, ServiceNow Hi support. Helping the other departments to get all the updates and to deploy the application in timely manner.
• Created transform maps for importing CMDB data. Thus making the import of the data from existing database tables easy and quick.
• Created ServiceNow suite configuration in ServiceNow fulfillment, service catalog, Dash board.
• Creating new applications, adding and installing new applications from store.servicenow.com, activating required plug-ins.
• Setting up notifications through Email so that it is easy to raise incidents anytime as well as resolve the incident from remote location and Subscription based notification.
• MID Server installation and configuration.

Environment: ServiceNow, HTML, CSS, JavaScript.

Confidential, King Of Prussia, PA

Remedy Developer

Responsibilities:

• Analysis and evaluation of the requirements within ITIL framework and industry best practices.
• Configuring Remedy ITSM, Asset Management, RKM and SLA Management.
• Creating Remedy Forms and Workflow objects to customize BMC Remedy OOB applications and custom functionality.
• Defined, developed, and implemented Asset and Change management requirements using the Remedy asset and change management modules.
• Interacted with BMC and internal teams to help solve critical issues.
• Working with Discovery tools to discover and Import Configuration items into Remedy CMDB.
• Configuration of CMDB, Normalization engine and creation of Re-con jobs.
• Manual creation of CI’s which are non discoverable.
• Asset management activities like CI management, catalog management, creation and maintenance of Contracts and Software Licenses.
• Raising Purchase requisitions and working with procurement teams.
• Maintaining Asset Life Cycle.
• Creating Asset to People, Contracts and Location relationships.
• Involved in the various customizations of Asset Management module for the hardware Request Process, Asset Decommission process

Environment: WINDOWS 2008, BMC Remedy ARS 8.1, ITSM 8.1 Suite, SLM 8.1, SRM 8.1, RKM 8.1 and CMDB 8.1

Confidential

Front End Developer

Responsibilities:

• Developed an HTML framework for modern browsers with a Flash fallback solution for older.
• Extensive use of HTML, CSS, and JavaScript.
• Involved in setting up design specifications together with the business analysts and system designers and developed various components and web pages as per client’s requirements and to test the changes in the various environments before implementing in Production.
• Communicated directly with clients to establish project parameters, wrote proposals for design work, analyzed competitor web sites, determined web site content, produced site maps for client approval, and communicated progress with client throughout length of project.
• Communicated with clients, to address changes that were required to change the entire user experience so that it will help the company, on the feedback they provided.
• Provided internet related services including web site design, front-end web development, domain name registration, web hosting, search engine optimization / submission
• Responsibilities included editing pages in Adobe Dreamweaver and other text editors such as UltraEdit and Notepad++, Microsoft Visual Studio and Zend Studio.
• Created images in Adobe Photoshop and Image Ready, freehand, ACDsee in accordance with web design standards, along with HTML emails.
• Worked with programmers, developers, graphic artists, and editors to create, maintain and upgrade existing website.
• Built interactions and templates that used JavaScript.
• Developed automation scripts and apps to quickly publish content.
• Wrote documentation for procedures and standards of course content and publishing.

Environment: Windows 2000/XP, HTML, CSS, JavaScript.