SUMMARY:

• Around 8 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 Service Now platform as both Developer and Administrator.
• 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.
• In-depth knowledge of the technical implementation of Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management, Reporting, Discovery and Integrations.
• ServiceNow applications implemented: Incident, Problem, Change, Configuration, Asset Management, Software Asset Management, Contract Management and Procurement.
• Experience in designing, developing administering ITSM suite of applications, AR System 7.x, Remedy Mid-Tier 7.x, Asset Management, SLM 7.X and Web Services.
• Experience upgrading Remedy Action Request System and ITSM from 6.3 to 7.1 and from 7.1 to 7.6 versions.
• Deftness in carrying out implementation, troubleshooting, development and configuration of BMC Remedy and ServiceNow Applications
• Strong technical knowledge of AR System Platform and ITSM Products Incident Management, Change Management, Problem Management, Asset Management, SLM, SRM, CMDB, AIE
• Experience on other BMC Remedy tools - Remedy Migrator 5.X, Remedy Import 6.x
• Integration Analyst responsible for Systems Engineering, Designing, Developing, Testing, and implementing specifications provided by the client
• Functional knowledge and implementation experience of IT Service Management ITSM frameworks and demonstrated project management skills and experience working directly with customers and clients.

TECHNICAL SKILLS:

Technologies: BMC Remedy 8.x, ARS Workflows and Customizations, ITSM Framework 7.x, ITSM 7.6.04 Implementation(Incident management, Problem Management, Change Management, SRM, Known Errors, Knowledge Base, SLM, Asset Management, CMDB), ITIL, SAP Business Objects BO XIR3.1, BMC Analytics & Service Now.

Application Server: : Application Request Server (ARS)

Database Technologies:: SQL Server, Pl/SQL, RDBMS, Oracle

Operating System:: Windows, Unix-Linux

Internet Technologies:: Web Services, HTML,JSP, XML, Java Script

Reports: SAP Business Objects Reports, BMC Analytics.

Testing/QA: Manual Testing, HPQC

Network Tools: - VPN, Winscp, Putty

Microsoft Applications: Windows SharePoint Services 3.0, MS Office XP Professional

PROFESSIONAL EXPERIENCE:

Confidential, PA

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 including all relevant modules like facilities, mobile modules.
• 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.
• Develops conversion 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.

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

Confidential, Beaverton, OR

ITSM Consultant

Responsibilities:

• Responsible for end to end delivery for implementation of Incident Management, Problem Management, Change Management, Known Errors, SLM, Foundation Data and its Integration using ARDBC LDAP.
• Completed Requirement Gathering and Analysis with the client, proposing valuable solution for implementation.
• Prepared consolidated Requirements Specifications, Functional Design Specifications for Remedy ITSM 7.6.04
• Developed, Implemented and Customized the Remedy workflow using the Remedy Developer Studio 7.6.04
• Automated Foundation Data using creation of Workflows i.e. Active Links, Filters, Escalations, Forms, Active Link Guides, Filter Guides, Creating of Vendor Forms.
• Implementations of Security for remedy Application using Customization.
• Focused around the following activities:
• Customisations
• Server configuration
• Performance configuration
• Architecture consultation for a three tier environment for the QA and Prod server groups
• Foundation data loads
• Interface with LDAP for Active Directory.
• In-depth analysis of complex server and workflow related issues
• Establishing file naming conventions and revision control practices
• Troubleshooting and performing root cause analysis during ‘stand-up’ efforts of the environments.
• Analysis and configuration of ITBSM (IT Business Service Management)
• User, Group, and Account configuration and administration within a Multi-Tenancy environment
• Installation and Configuration for steward development activities within three main environments: Sandbox server used as a development environment (DEV), Development server used as a System Integration Test environment (SIT), Acceptance server used as a User Acceptance Testing environment (UAT) and Production server Used as a true production environment
• Automated Assignment Groups using Product Categorization Tiers.
• Supported Remedy ITSM application 7.6.04, troubleshooting and fixing the issues related to Incidents, Problems, and Change Requests within the given SLA timings.
• Managed to fix Remedy bugs by working through the Problems and Change Requests and fixing the issues using the backend workflows.
• Resolved the Foundation Elements issues related to Support Groups, People, Locations, Sites and Product/Operation Catalog.
• Performed Remedy ITSM Administrative functions such as Configuring application rules, People accounts, CIs, Product/Operational Categorizations, Group/individual assignments, Approvals, Notifications etc.
• Generated and scheduled various types of Reports through Analytics Business Objects.

Environment: BMC Remedy ARS7.6.04, ITSM 7.6.04, SAP Business Objects, BMC Analytics, SQL Server 2008, ITIL Process

Confidential

ITSM Consultant

Responsibilities:

• Successfully Implemented Serialization and Parallelization of notification sent to consumers by analysing the requirements, making high Level Document and Detailed Level Design, Coding, Unit and Integration Testing.
• Worked on the following activities:
• Handled Customisations independently and with collaboration with Team.
• Integrated custom workflows to interface with the Out Of Box process.
• Configured Servers
• Foundation data loads
• Created Interface with LDAP for Active Directory.
• Troubleshoot and Performed root cause analysis during ‘stand-up’ efforts of the environments.
• Performed Data Management transformation configuration, administration, and troubleshooting efforts for user accounts into all three environments
• Worked on Production Support defects for supporting the Application and improving Server Performance.
• Worked on ITSM Suite- Incident Management, Problem Management, Change Management, Known Errors and CMDB.
• Worked with Incident Management and provide the finest solution with in stipulated SLA, learned the related commands used for remedy from Solaris.
• Fix OOTB bugs with Incident, Problem, and Change & Known error modules and to work on customizations and to perform application performance tuning.
• Managed Problem Management Team also to provide technical assistance. Understand how BMC support team works as Liaised/coordinated with BMC for certain trouble shooting activities.
• Implemented integration of different Remedy Application.

Environment: BMC Remedy ARS7.1, ARS 7.5, ITSM 7.5, BMC Analytics, SAP Business Objects, Oracle