SUMMARY:

• An accomplished IT professional with years of experience with varied roles and responsibilities starting from hands - on developer, architecting solutions to deliver business needs, leading teams in software development, systems engineering, program management.
• More than 7 years of hands-on experience developing ITIL based ITSM processes using Service-Now. Experienced in developing integrations using point-to-point web-services, web services communicating via mid-servers, scripted web services, e-bonding, SSO-SAML integrations. Experienced Java-script, workflows, handling of glide records, Service Portal (widget development), HR application, domain separation.
• Since, 2014, I am leading the ServiceNow Development Team at Confidential . Besides providing the Technical & Architectural guidance, I am also involved in development of ITIL processes and integration of the processes to evolve the ITSM best practices to obtain the best value of service management.
• ServiceNow System Admin .
• ITIL Expert .
• Experienced in JavaScript development.
• Managing ServiceNow Development Team.
• REST/SOAP Integration.
• Experienced in Service Portal
• Experienced with Workflow, CMDB, Discovery, Service Catalog
• Transformation and Integration of ITIL business processes with Service Now Tool.
• Provided Thought leadership in the architecture and development of solution of various business applications in multiple platforms with multiple business partners.
• Collaborate with the Business, Process & Testing teams to gather requirements, develop, test and implement new solutions on to the Service Now platform.
• Resource management/People management
• Project/Program Management.
• Reporting
• Development of Quality metrics,
• Implementation of Metrics driven management
• Collaborate with Business Delivery teams to develop a better testing methodology to reduce production issues.
• Develop tools & procedures to measure and monitor the system performance and availability
• Change teams & stakeholders philosophy to adopt a pro-active mode of platform management from the existing reactive mindset.
• Resource Management
• Financial Management
• Vendor Management
• Forecasting & reporting
• Risk management
• MBA with PMP/PMI
• Application Software development and Architecture
• Implementation of ITIL Service Management Solutions
• Cost Center management, Budgeting, Forecasting
• Vendor negotiations, Product evaluations and procurement
• Hands-on programming experience in Java, UNIX and Mainframe environments.
• Project Management (PMP certified), Financial Management (MBA)

WORK EXPERIENCE:

ServiceNow Consultant

Confidential

• Currently I work for my own company Soft Techs involved in providing consultancy services in developing/architecture of their ServiceNow platform & applications. Below are the summaries of my recent consulting work:
• Development of Service Portal/Widgets to manage and augment the customer experience of USDA (Department of Agriculture) HR service offerings. --- Development of a POC to enable users to enter project costs in a Demand Form as per the TBM Taxonomy of Technology Towers & Cost Pools . The POC also included development of various reports to show Capital & Operational expenses as per the TBM Taxonomy. ---- Manage development work on ITSM & HR applications for Hitachi Vantara. As the instances been domain separated, it also gave an exposure and experience to work in a domain separated platform.

Lead Designer

Confidential

Responsibilities:

• I am leading the ServiceNow Development team. Besides providing Technical & Architectural guidance for application developments in ServiceNow platform, I am also involved in developing/integrating the ITIL processes in collaboration with the Process owners. Also involved in evolving the ITSM best practices to achieve the best Service management to help business partners.
• I have hands - on development experiences in
• Integrations using REST/SOAP webservice API. -- JavaScript & AJAX scripting. -- Workflow developments (used with Service catalog & Orchestration). ---CMDB using Discovery & SCCM.

Lead Technical Architect

Confidential

Responsibilities:

• Develop and deliver the integration pipeline to exchange messages between Service Now and other legacy systems in Confidential and other vendor-supported systems.
• Integrate Service Now CMDB modules with Blazent CI reconciliation engines and BDNA’s Technopedia CI model taxonomy.
• Implement Change & Problem management in Service Now.
• Review the requirements with the ITIL process owning teams.
• Develop the architecture of the new systems to be built in Service Now
• Provide technical leadership to the team.
• Communicate to the senior leadership.
• Provide leadership in timey execution of the project.
• People management

Lead Technical Architect

Confidential

Responsibilities:

• Service-Now developmentProvide thought leadership to architect and engineer the new application.
• Lead a team comprised of on-site and offshore resources to ensure a smooth development and timely implementation of a quality product.
• Meet with various application development teams to gather their requirements.
• Vendor resource management
• Provide updates to senior leadership.

Lead SD Performance Analyst

Confidential

Responsibilities:

• Develop new tools to monitor and improve the performance and availability of Amex’s midrange platform through the Enterprise Command Center dashboard.
• Develop and improve processes in collaboration with the application development teams to streamline release management.
• Build a robust, reliable, resilient scalable platform that meets the SLA
• Rollout availability and performance metrics.
• Implement Metrics driven management (MDM) for service management.
• Provide timely updates to senior leadership.

Lead Programmer Analyst

Confidential

Responsibilities:

• Cost center management through proper budgeting & forecasting.2) Managing conflicting expectations
• Financial management, Project management
• UNIX, Java, J2EE, SOA, Websphere, Web services, MQ, UDB, PERL, JSP, Scripting

Lead Programmer Analyst

Confidential

Responsibilities:

• Java, Visual Basic, VBScript
• COBOL, IMS, DB2, CICS, ISPF, SPUFI

Lead Developer

Confidential

Responsibilities:

• Worked as a senior developer to develop application software in travel industry. Among other projects, I worked as a lead IMS/DBDC developer and architect to develop Confidential, an integrated airplane-maintenance software application for Confidential Airlines.

Lead Developer

Confidential

Responsibilities:

• Worked as a senior developer to develop application software in Confidential . Among other projects, I worked as a lead Programmer Analyst in Confidential software development team. Confidential is an on-line mainframe based application that is used to maintain the Confidential card member service enrollment information.