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Remedy Subject Matter Expert (sme) Resume

SUMMARY

  • Total 9 +years of experience in BMC Remedy System & ITSM Modules and Maximo, have a rich implementation & working knowledge in the below
  • Currently working as a BMC REMEDY Developer and Servicenow Developer on two different projects implementing agile methodology.
  • Worked in Production Support & maintenance projects, Performance monitoring/ Performance testing of Application, Review and implement alerts.
  • BMC Remedy (ARS 9.1/8.1, 7.6, 7.1, 6.3, 5.1.2), Oracle (8i/9i/10g/11g), on various operating systems and hardware environments including Sun Solaris.
  • Extensive knowledge on BMC Atrium CMDB and on the industry best practices of the information technology services and its IT Infrastructure Library (ITIL) framework.
  • Extensive experience and knowledge in designing, configuring and Implement Remedy workflow objects such as Active links, Filters, Escalations and Menus according to predefined business rules.
  • Extensively worked on web services and SOAP protocols for web - service that enables HTTP client with external web based (non ARSystem) applications using ARSystem 6.3/7.1.
  • Gathered and conducted requirement analysis, Business analysis, Use-Case analysis, change management and configuration management
  • Excellent problem solving and debugging skills.
  • Expertise in designing and building complete BMC Remedy solutions to include defining foundation data and deployment of BMC discovery tools.
  • Expertise in Remedy development within the AR and ITSM system.
  • Expertise in deploying and administering Remedy AR Server, Remedy Incident Management, Remedy Problem Management, Remedy Change Management, Remedy Asset Management, Atrium CMDB, Remedy SRM (Service Request Management), Remedy SLM (Service Level Management), RKM (Remedy Knowledge Management), Remedy Mid-Tier, BMC Digital Workplace Basic and Advanced (MyIT and Service Broker), BMC Remedy Smart Reporting, BMC RSSO (Remedy Single Sign On), and SAP Business Objects.
  • Assist in maintaining the accuracy of data being imported into the CMDB from third-party asset discovery solutions implemented at the Lab
  • Expertise in Atrium CMDB administration, reconciliation administration and integration with external datasets.
  • Expertise in Remedy custom development to include break fixes, custom modules, custom interfaces, and CMDB extensions. Provide Incident support in the production environment where: Address/resolve/Escalate the incidents, as per the need and that too within the SLA (Service Level Agreements) and making sure no escalations from users and rework.
  • Coordinating with different teams for configuring credentials and making sure required ports allowed for discovery.
  • Having experience in installing and configuring various remedy applications.
  • Strong knowledge of ITSM processes including Release, Change management and Incident management processes.
  • Supported new releases and testing new patches.
  • Involved in requirement analysis, Business analysis, Use-Case analysis, and Change management, Service Desk, Service Level Management and System Administration.
  • Performed various discovery tasks like adding credentials, performing sweep scan to understand actual environment, scheduling discovery, configuring Time Synchronization using NTP Server.
  • Verifying and validating discovered data.
  • Single point of administration and validation over the consolidation server.
  • Schedule automated discovery of large subnets in a way as to minimize load over the network.
  • Expertise in designing and implementing services in the Remedy SRM (Service Request Management) application to include the use of advanced interface forms.
  • Advanced experience in BMC Remedy software licensing solutions. Experience integrating external applications and discovery systems with Remedy such as Active Directory, NimSoft, BladeLogic and ADDM. Plan, schedule, and control the build, test, and deployment of releases, and to deliver new functionality required by the business while protecting the integrity of existing services.
  • Participated in pre release and post release activities.
  • Participated multiple times in Business Continuity program DR testing.
  • Assist in the creation and maintain of documentation for supported system technical issues.
  • Extensive background of full life cycle of software development process, and ability to work collaboratively with large teams to get the work done.
  • Experience in creating Test Plans, writing and executing Test Cases, Manual Testing.
  • Authorized to work in United States for any employer
  • Skilled author of best practice documentation throughout all phases of the software development lifecycle. Proficient in both MS Windows and Linux.
  • Experience working in Oracle and MS SQL Remedy environments.
  • Excellent analytical, problem solving, communication skills and a team player.
  • Ability to understand and assess functional requirements and develop or recommend technology solutions to meet business needs
  • Have a robust understanding of databases, development concepts and architecture including lifecycles, workflow, security, etc.

PROFESSIONAL EXPERIENCE

Confidential

Remedy Subject Matter Expert (SME)

Responsibilities:

  • Provided ultimate ownership and responsibility for end to end Management activities for all Severity 1 & 2 incidents supporting over 450 accounts.
  • Formed, led, and drove ad-hoc Technical Recovery Teams to minimize business disruptions to clients.
  • Documented and tracked the timeline of events that occurred in the process to resolution for each of the incidents managed in support of post mortem/root cause analysis.
  • Performed notifications and status of all incidents to high level internal leadership and client while managing SLA's.
  • Worked directly with Incident Lifecycle Coordinators to provide initial incident response.
  • Collaborate with internal and partner repair organizations, from engineers to executive
  • Conduct full and detailed testing in concert with other changes to establish the accuracy of discovery and the impact on the scanning service and the target hosts
  • Manage, escalate, status, and assist, coordinating repair efforts on Service Assurance issues
  • Build and deploy multiple BMC Remedy ITSM systems to include all ITSM applications, BMC Digital Workplace Basic, Smart Reporting and RSSO.
  • Developing Remedy/ServiceNow software solutions using JavaScript, Jelly, one or more Web Services, MYSQL, XML, HTML and CSS
  • Identify and invent novel solutions to challenging technical problems and provide requested enhancements to existing Remedy/ServiceNow applications
  • Translate functional specifications into logical, component-based technical designs
  • Develop and deliver customized portal web pages in ServiceNow
  • Work with functional and admin teams to deliver automated workflow solutions in Remedy/ServiceNow
  • Advanced scripting of business rules, UI Policies, Client Scripts, ACLs, Workflow Activities, etc.
  • 3rd party software integrations with Remedy/ServiceNow.
  • Facilitate and support the rollout of new application and enhancements in ServiceNow
  • Configure ServiceNow Discovery and Orchestration.
  • Advice functional and admin teams on design, development and overall ServiceNow best practices.
  • Deployed and documented multiple 3rd party integrations to the Remedy ITSM system.
  • Additional duties include modifying and maintaining the enterprise system using patches, releases and hotfixes provided by the various manufacturers, designing, coding, testing, debugging and documenting all programs and updates making up the system, troubleshooting and correcting defects, system administration, analysis of current processes to develop functional and technical requirements for process improvement, and development and deployment of Remedy customizations to meet business requirements.
  • Provide on call support in a 24x7 production environment.
  • Support design, development, and implementation of automated processes for gathering, populating, and maintaining CMDB data.
  • ServiceNow Discovery: Build an IT Services strategic plan to implement and populate enterprise-wide Configuration Management Database (CMDB) solution with assets for Service Management which also includes: installation of discovery tools, Agentless discovery, and Help the Help Desk disciplined identification and configuration modifications (version control) to configuration items (CI), probing; creating behaviors and configuring discovery properties; DiscoverNow application profile discovery, ServiceNow MID Server and configurations; developing the rules for the CMDB to detect duplicate configuration items, and ensure data integrity; configuring a staging area before loading assets into the CMDB; and working closely with the business units to define and configure IT auto discovery tools; configure data sources to automatically load data into the CMDB; utilize discovery services for network discovery to collect network data and servers/devices, and store the information within the CMDB. Utilize Discovery Tool to discover assets in complex environments; synchronize discovered assets with the CMDB; configure discovery; application mapping; build data exports from the discovery tool; resolving discovery errors; reviewing logs; creating filters; provide drill down reporting for discovery of Change, Infrastructure, Application Software Library, and data quality.
  • Enact system audit practices and conduct audits to ensure data integrity.
  • Worked with CMDB normalization and reconciliation rules implementation and reconcile the CMDB data when exceptions are noted between CMDB, discovery information, and other authoritative data repositories.
  • Worked on the Integration between ServiceNow and ITSM using Seamless Data Pump
  • Supported the integration of various data sources such as ADDM, SCCM, Casper, AD, bulk data, etc., into the Atrium CMDB from the data perspective
  • Support design, development, and implementation of automated processes for gathering, populating, and maintaining CMDB data.
  • Developed SQL queries and reports for management on KPIs to improve the process effectiveness, efficiency, and data accuracy.
  • Support the Configuration Management processes using BMC Atrium CMDB and other tools like ADDM.

Confidential

Sr. Remedy Developer /Administrator

Responsibilities:

  • Served in the role of team subject matter expert for company tools in order to provide training for my peers and management, greatly improving overall productivity
  • Provided basic desktop support for my team, to increase department efficiency by limiting downtime resulting from applications failures, and costly time spent with IT support
  • Helped to tailor company tools to the specific needs of my department by being a member various user acceptance testing (UAT) teams
  • Demonstrated experience with 1 or more of the BMC ITSM tool suites (e.g. Remedy ARS; Discovery (ADDM); TrueSight (BPPM); Digital Workspace (MyIT/SmartIT); etc.)
  • Leading team of Three (3) Onsite, on customization of SRM which include Smart IT (2.01) and MYIT (1.03)
  • Remedy 9.1, Implementing Service Request Management and migrating the data from Remedy force.
  • Smart It and My IT customization to full fill SRM proven concepts to establish self-service portal, by automating application assess, new hire permission
  • CMDB-AI customization and maintenance along with reconciliation jobs and normalization jobs scheduling, maintaining and health checks.
  • Installed and configured development server in Windows from the scratch.
  • Created Incidents by using incoming emails in Remedy.
  • Involved in supporting processes that include the ability to submit, monitor, and manage service requests.
  • Implemented dashboard to display different consoles in one place.
  • Created Incident and Change Management customization forms.
  • Working on short deadlines implementing the development in weekly phases and pushing the code to prod every Wednesday.
  • Working with BMC on application bugs and fixes.
  • Notifications trigger for Work Order, Task and Change request.
  • Approval mapping and approval process designed from scratch for question based approval
  • CI load and relationship load using the excel OOB template and using custom AI Jobs.
  • Build custom approval process for SRM, REQ and Change from scratch.
  • Smart Reporting, Admin and Development activities.
  • My IT/Smart IT Admin and Development activities.
  • Working with senior management on collecting requirement and reviewing the developed code.
  • Populated Categorization data, product name, manufacturer data into Product catalog using Data Management tool.
  • Integrated ITSM Incident and Change Management Modules with third party applications by publishing Web services.
  • Involved in setting up the Notification Engine and configured the notifications to the users and the support groups.
  • Implemented and configured the SLA based on the business requirements.
  • Implementation of Remedy Mid-Tier, with customized auto-assignment of tickets from end user web submissions.
  • Involved in migration of definitions and data using Remedy Migrator, import tool, from development to production system

Confidential

Sr. Remedy Administrator/Developer

Responsibilities:

  • Served as lead Remedy engineer and developer to design, build and deploy multiple BMC Remedy ITSM systems to include BMC Digital Workplace, Smart Reporting and RSSO. Deployed and documented multiple best practice processes involving Remedy development and Release Management.
  • Additional duties included modifying and maintaining the enterprise system using patches, releases and hotfixes provided by the various manufacturers, designing, coding, testing, debugging and documenting all programs and updates making up the system, troubleshooting and correcting defects, system administration, analysis of current processes to develop functional and technical requirements for process improvement, and development and deployment of Remedy customizations to meet business requirements.
  • Provided on call support in a 24x7 production environment.
  • Implemented Change management from scratch along with major built in CMDB along with implementing security to data, based on the user limitation not just for ITSM tickets but also to core forms and foundation data, based on Onshore-Offshore User access limitation.
  • Throughout the project followed agile methodology, have been successfully demonstration required key technical skills in accomplishing assigned user stories, which also includes date to date updates tracking it in Agile C.A application along with documenting required designed documents and key out puts from the different meeting and also high-level design documents, summary on development made and migration related measures need to be taken care including unit test cases along with test data.
  • Conducted clients' meetings understand and integrated their business needs into technology.
  • Supported in planning, designing, and development of business processes.
  • Provided recommendations in enhancing and expediting business activities.
  • Collected, compiled, and interpreted business data and drafting reports.
  • Developed test procedures, test plans, and test cases for clients.
  • Involve in Conceptual design for data warehouse development.
  • Worked closely with development team.
  • Interacted with client for project requirement and studied the system requirement document.
  • Attain the defects raised by end user and managed the Defect life cycle for solution.
  • Analyzed the different systems in regards to business aspect and understand operational data flow process.
  • Interacted with clients for gathering, analyzing and documenting business requirements.
  • Served as liaison between business team and various other project groups.
  • Followed an iterative approach to organize requirements into logical groups of business processes, business rules and information needs and ensured that critical requirements are focused upon, in security implementation.
  • Created functional specification document which includes use case diagrams, sequence diagrams, collaboration diagrams that provide the developers a view of the requirements for the system development.
  • Utilized Rational Clear Quest for defect tracking.
  • Used MS Access and Excel to extract, administer and manipulate large data.
  • Worked closely with software developers to isolate, track and troubleshoot defects.
  • Expertise in utilizing Atrium integrator to its maximum capability, without effecting performance of application by fine tuning the AI-Jobs to maximum extent.
  • Involved in Installation, patching, maintaining and supporting the Remedy AR Systems Application.
  • Successfully customized home grown applications and ITSM modules Such as Incident Management, Problem Management, Change Management, Asset Management and modules according to client Requirements.
  • Effective use of the Migrator tool to identify differences and move workflow from Development, Testing and to Production.
  • Building change module from end to end, from gathering requirement for creating AI-Job, Scheduling AI-Job using mid-tier forms and automating reports.
  • Complex reporting in remedy 9.1using smart reporting and including security at form level.
  • Worked on ITSM Customizations for Incident, change, Problem Management.
  • Unit testing for all the customization implemented and automating all the consolidated test cases for sanity check and fallout related statistics.
  • Successfully implemented Customizations to ITSM Notification engine and developed few new Notifications to Change Management and Task Management Modules.
  • Developed few Custom Applications as per the client requirements and to support ITSM customizations.
  • Successfully loaded foundation data into ITSM 9.1 with the help of Data Management Tool.
  • Integrated ITSM Incident and Change Management Modules with third party applications by publishing Web services.
  • Other Activities Include Remedy Application Support, On-Call Support, preparing documentation as per the customer requirement.
  • Worked on different bug fixes within Incident Management, Change Management, Asset Management and Problem Management.

Confidential, NJ

Remedy Administrator/Developer

Responsibilities:

  • 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.
  • Drive business solutions from inception through solution implementation
  • Developing Remedy/ServiceNow software solutions using JavaScript, Jelly, one or more Web Services, MYSQL, XML, HTML and CSS
  • Identify and invent novel solutions to challenging technical problems and provide requested enhancements to existing Remedy/ServiceNow applications
  • Translate functional specifications into logical, component-based technical designs
  • Develop and deliver customized portal web pages in ServiceNow
  • Work with functional and admin teams to deliver automated workflow solutions in Remedy/ServiceNow
  • Advanced scripting of business rules, UI Policies, Client Scripts, ACLs, Workflow Activities, etc.
  • 3rd party software integrations with Remedy/ServiceNow.
  • Facilitate and support the rollout of new application and enhancements in ServiceNow
  • Configure ServiceNow Discovery and Orchestration.
  • Advice functional and admin teams on design, development and overall ServiceNow best practices
  • Worked on approve IT application allows users to quickly review, approve or reject change requests/service requests from their iPhones/iPads.
  • Worked on customizing screens/forms for Incident Management, Change Management and Service Request Management.
  • Involved in supporting processes that include the ability to submit, monitor, and manage service requests.
  • Configured approvers on Approval Engine.
  • Developed custom applications on remedy platform to integrate with third party applications through Web services.
  • Successfully customized ITSM modules Such as Problem Management and Task Management Modules.
  • Extensive interaction with users. Implemented Remedy Management console and user tools on all user machines.
  • Configured the approvals and approval mapping in change management for various phases of change process flow.
  • Developed consuming and publishing web services using WSDL, SOAP, XML to establish communication between remedy and external system.

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