System Administrator Resume Profile

EXECUTIVE SUMMARY: Seeking to take up a crucial role and actively participating in company's desired objectives in a global, challenging and exciting environment. OBJECTIVE:

Have 3 years of experience in all aspects of client engagement lifecycles including effort scoping, product implementation development, architecting, production support on ITSM.
Solutions-oriented Developer in the Service-Now service management software suite.
Certified ITSM process ITIL v3 experience.
Knowledge of common software development methodologies, working tools solutions.
Knowledge of programming with Service-Now Application: Java Script UI development.
Worked on IM, CM, SRM, Demand, CMDB, Problem, Knowledge, Asset and Social IT.
Worked on Interfaces connecting different Processes to form logical relations according to ITIL.
Worked on special requirements specific to Organizations like privilege functionality for Key User.
Domain Separation according to different Business units, Special Service Request which generates an RFC post all approvals according to Business requirements.

ServiceNow System Administrator Description:

UPM wanted to replace existing helpdesk software i.e. support central from the HP Service Center which requires wide range of customization and tailoring of the application. We implemented Incident Management, Change Management, Request Management, Release Management, Asset Management, problem Management, Knowledge Management modules. Also, we provide support for all the implemented modules and the development of new enhancements as part of this project. Currently working on Integrations related to Miradore with ServiceNow Asset Database.

Position: Sr. Developer Contribution:

Preparing, functional spec, technical specifications document, release document and other types of document that are required during the development.
Conducting demos and proposing new solutions to the client as and when required.
Configured Employee Self Service Portal for End Users Key Users and Non-Key Users .
Configured Major Incident Process with required Service Level Agreements.
Configured Change Management with Major, Minor and Standard Change Workflow.
Configured Service Requests including Request for Information RFI and Generic SR
Configured SLAs, OLAs according to LOT, Application and Groups.
CA-SOI Integration with Service-Now through web service.
Data Exchange through Web Service for Service-Now

Description: HCL has well-defined ITSM Processes for Shared Services which has been implemented on MSP Domain instance and that Top Layer process is available to onboard all new customers, AAA was the first in that series. . Contribution:

Understand customer requirements and map its requirement to Common Process Layer.
Onboarding all users with their profiles and groups and other preferences Foundation Data .
Configure company specific SLAs according to AAA Requirements.
Configured Demand Management Service Requests specific to AAA with 3 SRs inherited from Common parent Process.
Right Answers Integration for Service-Now.

Description:

The service management solution proposed to OM by using Service-Now as SAAS based ITSM Solution.
OM offered services to End Users spread worldwide. So the system has been configured according to multiple Business Unit's Environment.
Contribution:
Implementation of ITIL process including incident, problem, change, knowledge and CMDB for better ITSM on Service-Now.
Developed the forms, workflows and sync between Problem, Incident and Change with CMDB.
Define Security Access Rules Row level and Field Level for appropriate visibility according to the End-Users.
My Responsibility was:
Requirements study with business people.
Have configured a new Organization Structure for different BUs of OM.engineers in 3 different support team.
Integration of HPSM and Outbound Mail using Connect-IT.
Responsible for the development of change management using workflows, Business rule and client side customization. Automation of approvals and Change process was achieved by using task based approach with Run scripts in workflows and business rule and client scripting on the Record.
Have developed the Workflow required for the creation of Service Request from submit to Approvals process design for Order Fulfillment.
Responsible for Creating, Moving customizations from one Instance to another by using Update Sets.

Experience Detail: Confidential Description:

HPCL has its datacenter at Hyderabad and data replication is at Mumbai. HCL provided EMS solution with HP NNM for network/security devices alerting, HP OVPI for network interface reporting, and HP SM for helpdesk management.
Contribution:
Prepare Technical Design Document.

My Responsibility was:

Understand customer requirements and prepare Scope of Work document.
Deploying HP Service Manager for Windows 2003 server in both identified zones: Hyderabad and Mumbai.
Integrate Master HP OMW server with Master HP NNM server.
Integrate Master HP NNM server with HP Service Manager.
Integrate Active Directory with HPSM 9.20.
Train Steady state resources for day to day operations.

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