SUMMARY:

• 7+ Years of experience in all phases of Software Development Life Cycle (SDLC), quality management systems and project life cycle processes.
• 2+ years of experience in ServiceNow platform as both Developer and Administrator.In - depth knowledge of the technical implementation of Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management, Reporting, Discovery and Integrations.
• Configured Applications using Service-Now tool used in ITIL Management. Strong understanding of ITIL V3. Deep functional and technical knowledge of the Service Now platform as well as experience delivering medium to large-scale Service Now implementations.
• Experience in Installation and Configuration of different modules of Service-Now.
• ServiceNow applications implemented: Incident, Problem, Change, Configuration, Asset Management, Software Asset Management, Contract Management and Procurement.
• Extensive experience include writing Business Requirement Documents (BRD), Functional Specification Documents (FSD), Business Process Re-engineering (BPR), Use Case Specifications, Requirements Traceability Matrix across the project Deliverables using Rational Unified Process (RUP) and Unified Modeling Language (UML) methodology using OOAD process and modeling tools along with understanding of Rapid Application Development (RAD) and System Development Methodology (SDM)
• Extensive experience in Rational Rose, UML, Rational Requisite Pro, Erwin, MS Visio, MS Microsoft Office Suite, Rational testing tools, Rational ClearCase for test documentation and version control.
• 5+ Years of experience using Oracle 10g/9i/8i/8.0/7.0, Sybase 12.x/11.x, Disaster recovery, MS Access 7.0/2000, Erwin 3.5/3.x, SQL, XML, PL/SQL, SQL*Plus, SQL*Loader and Developer 2000 and Sun Solaris 2.x.
• Attention to detail and complex problem solving abilities from operational and technical perspective.
• Excellent Interpersonal skills, Communication skills, Documentation Skills, problem solving ability, Analytical and Programming skills in High speed, Quality conscious and Multitasked environment.

TECHNICAL SKILLS:

Service Now: Change Management, Incident Management, Problem Management, Service Catalog, Integration with Third Party Tools, Configuration Management, Reporting, Discovery and Integrations

Business Analysis: Requirement analysis, business rules, data flow diagram, flowcharts, business process modeling & improvement, functional requirement Analysis, source to target mappings, gap analysis, cause and effect analysis, decision tree, BRD, BRS

Processes Model Tools: MS Office Suite 9X/2000/XP(PowerPoint, Word, Excel, Access, and Outlook), Novell GroupWise, Banner, Lotus Notes, MS Outlook, MS Project, MS Visio, Rational Rose; Rational Requisite Pro, Business Objects 6.5, Borland

Rational Suite: Rational Rose, Requisite pro, Clear Quest, Clear Case

Methodologies: RUP, OOA, OOP, OOD, UML, Agile Modeling, SDLC model, Waterfall model, Spiral model, Use Cases, JAD

Test Tools: Test Director, Mercury, Silk Testing, Win Runner and Load Runner

Databases: Oracle 10g/9i/8i/8.0/7.0, Sybase 12.x/11.x, Disaster recovery, MS Access 7.0/2000, Erwin 3.5/3.x, SQL, XML, PL/SQL, SQL*Plus, SQL*Loader and Developer 2000 and Sun Solaris 2.x.

Operating Systems: WIN XP, WIN 2000, Windows NT 4.0, Linux, Unix

PROFESSIONAL EXPERIENCE:

Confidential

Senior ServiceNow Developer

Responsibilities:

• Use & Administration of common platform applications: Knowledge Base, Service Catalog, Workflows, SLA's, Reporting etc.
• Core Application Administration: Policies & Interactions, Application Security, Events & Notifications.
• Managing client scripts, UI policies, UI actions and Data policies.
• Moving data in and out of an instance using import sets and transform maps and also auto import of data into service now.
• Defining Service Level Agreements (SLAs), notifications, and reports.
• Develops new applications from beginning to end.
• Maintains existing applications. Creates code that meets system standards.
• Integration of service now with LDAP for authentication.
• Integration of Service Now with BMC Remedy for ticket creation on change submit.
• Subject Matter expert on Incident Management, Change Management Process and Knowledge article.
• Recommends appropriate design alternatives to be implemented based on customer constraints.
• Developsconversion plans and procedures.
• Develops and executes plans and procedures for data conversion, customer acceptance criteria and installation strategy.
• Migration of customizations from one instance to other instance.
• Ongoing Maintenance.

Environment: ServiceNow, ITIL, Javascript, JellyBeans, Web Services, XML, DHTML, JQuery, JSON

Confidential, New York, NY

Senior ServiceNow Developer/ Admin

Responsibilities:

• As a part of support activity resolve incidents by provided with proper root cause investigation.
• Perform day to day administration of the Service-Now tool Maintain business services and configuration item relationships in Service-Now tool.
• Develop and manage application code, user interface, and third-party integration components
• Develop necessary development documentation as needed (e.g. technical design, developer notes, etc.)
• Performs core configuration tasks including system policies, business rules and client scripts.
• Manages users, groups and roles
• Manages data with Tables, the CMDB, Import Sets, and Update Sets.
• Creates Workflow activities and approvals. Implement new workflows that use a variety of activities to understand how records are generated from workflows
• Performs migration activities (Dev to QA, QA to Prod)
• Coordinates Service Catalog options, including two-step checkout, cart controls, and variables
• Investigate performance issues, learn troubleshooting tools, and use system logs to find issues
• Coordinates installation of ServiceNow upgrades and/or service packs. Develops and manages the preparation of systems, test criteria and control for upgrades, service packs, new functionality, enhancements or error correction.
• Develops and improves user systems procedures, and prepares systems documentation.
• Establishes and maintains effective communications with customers, other technology specialists, and vendors about services.

Environment: ServiceNow, ITIL, JavaScript, JellyBeans, Web Services, XML, DHTML, JQuery, JSON

Confidential

Sr. Business Analyst

Responsibilities:

• Identified and interacted with the Stakeholders and Subject Matter Experts (SME) to gather business requirements
• Responsible for analysis, Design, Development and Maintenance EDI system using Mercator
• Analyzing requirements and Conducted requirements gathering sessions, interviews and Joint Application Development (JAD) sessions. During these sessions, I set the agenda, and ensured that the meeting is on track in timely manner
• Patterned Query Analysis where user could create query with 13 attributes .This interactive tool used 3 different controls Text Box & Table, parallel list boxes, Drop down.
• Created data for testing the EDI maps and crated documents using EDISIM4.0.
• Created progress and completion reports for project management on a weekly basis. Worked closely with management to keep track of the status of project and draft strategies for the near future. Used MS Project to manage schedules, deadlines, resources for the project
• Described the business from very different but related perspectives, Planning Perspective, Business Perspective, Design Perspective, Builder Perspective
• Worked with the UAT team to validate that the developed application will meet the business requirements
• Worked on database for maintenance and disaster recovery purposes.
• Developed manuals, job aids and process aids.
• Developed Testing Methodology Document, both for Unit Testing and Systems Testing.
• Identified and documented issues, risks, gaps and their impact to the project life cycle. Provided recommendations and alternatives. Analyzed the Gaps for purposes.
• Maintained a good working relationship with departments such as, Research, Clinical Trial, and Regulatory departments and often communicated with them and provided technical support throughout the product development
• Used the guidelines and artifacts of the Rational Unified Process (RUP) to strategize the Implementation of Rational Unified Process effort in different iterations and phases of the Software Development Life Cycle (SDLC)
• Documented application features and operations in detail, including screen layouts, business rules, process diagrams, pseudo code and other documentation
• Provided walk through of the data mappings and Functional Specification Document to the business audience.
• Prepared test cases and helped set up test data.
• Made changes in requirements document and kept version control in share drive so that all team leaders and other responsible associates can stay tuned to latest information or artifacts.

Environment: MS project, RUP, Visio, UML, Use Cases, disaster recovery, MS Office (Word, Excel, Access, EDI, PowerPoint, Outlook) and SQL, Rational Requisite Pro

Confidential, NY

Sr. Business Analyst

Responsibilities:

• Performed studies on feasibility analysis of various projects. Responsibilities include requirement gathering, designing solutions and providing cost estimates.
• Work closely with subject matter experts and software developers to capture business requirements according to RUP best practices.
• Identified opportunities for business process improvement and initiate efforts to make improvements.
• Conducted user interviews, gathered requirements and analyzed the requirements using Rational Rose & Requisite Pro - RUP.
• Designed screen layouts for the system on Visio.
• Worked on SQL Server Standby Server for disaster recovery and reporting.
• Created business flow diagrams for the functionalities of the system.
• Performed Data Mining with respect to the requirements received from the Users.
• Worked as a liaison between business users and the development teams.
• Designed Test Cases and performed testing on newly developed products
• Setting up communication protocols by using ECXpert, involving in the electronic data transmission EDI operations for both Inbound and outbound transactions
• Created functional specifications for development teams in NY and offshore teams
• Coordinated development activities with Offshore Development team
• Provided production support for business applications
• Worked with IT project managers and the business clients to plan, schedule and coordinate business activities and to deliver technology projects on schedule. Conducted meetings and presentations with project clients, management team, and/or department, as needed.
• Involved in interactions with the Subject Matter Expert, Project Manager, Developers, and the end-users to gather key issues involved in the project.
• Created use cases, activity diagrams and state diagrams using Rational Rose.
• Involved in documentation during various phases of development and testing life cycle.
• Developed the Test plans for quality assurance based on functional requirements.
• Kept a close watch on the changes involving constant communication with the developers.
• Worked with the UAT team to validate that the developed application will meet the business requirements.
• Performed Studies on Feasibility analysis of projects in terms of Requirements, Cost, Availability, and Estimations
• Administered and Maintained Security and Access for the (General Ledger Account Management Tool in Production, Staging and Development.
• Managed a Development team offshore in Bangalore, India for Various Projects.

Environment: .NET Framework, JSP, PL/SQL, Windows XP, Sybase 12.5, Erwin, Microsoft Visio, UML, Use Cases, disaster recovery, EDI, MS Office (Word, Excel, Access, PowerPoint, Outlook) and SQL, Rational Requisite Pro

Confidential

Business Analyst

Responsibilities:

• Analyzed business needs, created and developed new functionality supporting in-house development projects.
• Wrote technical papers, gathered technical requirements, and compiled them to help the design the system.
• Assisted in creating enterprise banking data model, created stored procedures to access customer information and implementing corresponding data access objects using JDBC.
• Formulated logical statements of business requirements research and evaluated alternative solutions to recommend the most efficient and cost effective solution for system design.
• Analyzed existing systems logic difficulties and revised them as the needed.
• Gathered and documented business requirements.

Environment: Microsoft Suite (Access, Excel, Word, PowerPoint, MS Project) Windows NT, MS SQL Server, Visual Basic.