Remedy Senior Analyst Resume

SUMMARY:

To utilize and enhance my technical and general abilities to the fullest, so as to give my best to anything I do, and prove more than an asset to whoever I work for.

PROFESSIONAL EXPERIENCE:

Remedy Senior Analyst

Confidential

Responsibilities:

SRM Consultant, provided design and solutions for various business needs of client.
Attended several client process trainings pertinent to ITSM.
Responsible for creation of various technical and functional documents, SOPs, Run books.
Directly lead a team of 9 members for technical and process guidance in providing end to end AR system support.
Worked extensively on archival process, Approval Engine, CMDB Federation, ticket exchange between ITSM and other systems.
Report Generation using DB and BMC Analytics.

Confidential

Senior Analyst

Responsibilities:

Provided consultation on various business requirements and designed the same as per the tool feasibility and provided POC in various environments
Extensively worked on Integration of Incident and Change Management with third party tools using web services and Atrium Orchestrator.
Worked on Customizations of ITSM applications, Configured Foundation Data, service targets (SLA) and other configurations for various client requirements.
Worked extensively on CMDB Federation and reconciliation: Add/Modify CIs, creating relationships, creating datasets for reconciliation, reconciliation jobs, Troubleshooting issues in CMDB Federation.
Created Service models for sites using Atrium core console and service targets for the sites.
Responsible for server administration, end to end ITSM Application support, outages/ Planned maintenance.

Confidential

Remedy Developer

Responsibilities:

Creating AOTs, PDTs, SRDs, Creating Complex Service forms in SRM, Advanced Interface forms, approval mappings, Managing categories, request coordination, Surveys, SRM export/import and support.
Interaction with customers from all Business Units for Requirement gathering, Demo after implementation and post live support.
Created many complex customizations and automations.
Created Complex AIFs in Portuguese locale with Complex Approval process.
Worked extensively on Approval Engine, Assignment Engine, ITSM Foundation Data and Configurations.
Prepared Technical Design document, Code documentation, RFR and RFC documentation for Deployment on Remedy - on-Demand Environment.

Remedy Senior Administrator

Confidential

Responsibilities:

Designed the business needs into process as per the tool feasibility.
Customization of Change Management, for various client requirements.
Configured approval mappings, Business Time Segments, foundation data and configurations pertinent to change management.
Worked on FTS, Alert systems like x matters for the forms related to the object Infrastructure change form.
Responsible for documenting the Technical Design, Code Documentation, unit Test Scripts, Unit testing in non production environment, Implementation document.

Remedy Developer

Confidential

Responsibilities:

Creation of service catalogs, Organization units, queues, roles mapping, testing the services and migrating it to QA and PROD.
DR Server configuration and support. Installation of Request center.
Decommissioning/redirect and maintenance of application servers.
Server administration, preparation of SOEs, RCAs.
Remedy: Developing and implementing workflows for some requirements of the process. Interaction with customers from all Business Units for Requirement gathering, Demo after implementation and post live support.
Customization of AR applications and Support.
CMDB federation using SSIS and AIE and federation support.
Scheduling and implementing standard / significant releases and outages per release/ change management process.
ITIL Process consultant.

Confidential

Remedy Developer

Responsibilities:

Service Request Management: Creating AOTs, PDTs, SRDs, Creating Complex Service forms in SRM, Advanced Interface forms, approval mappings, Managing categories, Surveys, SRM export/import and support.
Interaction with customers from all Business Units for Requirement gathering, Demo after implementation and post live support.
Data migration between servers. Decommissioning of servers.
Upgrading the Service Pack. AR skins implementation.
Developing and implementing workflows for reported issues.
Implementing hot fixes for the product bugs with vendor support.
SSO installation and configuration.
Creating Atrium Integrator Transformations, Reconciliation jobs for CMDB federation and support.
Report generation using Analytics 7.6.

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