PROFESSIONAL SUMMARY:

• Overall 7+ years of IT Experience, proven success and experience in ServiceNow (5 years) Development and Administration, Remedy, knowledge of ITSM tools and ITIL framework.
• Expertise in complete end - to-end project implementation and consulting in ServiceNow and BMC ITSM Suite software leveraging best ITIL practices.
• In-depth knowledge of the technical implementation of Configuration and Asset Management, Change Management, Incident Management, Problem Management, Service Catalog, Reporting, Discovery.
• Experienced in Service Now platform as both Developer and Administrator and BMC Remedy - CMDB, BMC ADDM, BMC Enterprise Monitoring and Event Management software.
• Experience in designing, developing, customizing & administering ITSM suite of applications
• ServiceNow applications implemented: Incident, Change, Configuration, Asset Management, and Software Asset Management and Service Watch.
• Solid understanding of Glide APIs, Server side and Client-side scripting in ServiceNow.
• Proficient in developing Client scripts, Business Rules, Web Service Import sets, Transform Maps& developing scripted Webservices.
• Customization and Configuration of Service Watch, Dashboards.
• Piloted ServiceNow initiatives in conceptualizing and implementing robust and effective solution designs for the organization’s ServiceNow COE (Center of Excellence).
• Proficient in coordinating and collaborating with the client’s IT enabled Business Service leaders to provide a holistic approach to reduce over cost of maintenance.
• Working knowledge of Agile Scrum, Waterfall, Iterative and Spiral methodologies.
• Strong experience on testing methodologies and experience on preparation of test plans, and support for Integration Testing & UAT.
• Experience in implementation of Business Rules, Date Dictionary, UI actions, UI Policies, Client scripts and validations Scripts in ServiceNow.
• Functional knowledge and implementation experience of IT Service Management ITSM frameworks and demonstrated project management skills and experience working directly with customers and clients.
• Involve in CAB calls and Change Management activities for new enhancement process for organizational change and application change in the wok around.
• Monitoring the RTACS configuration and data support team globally.
• Enhancement coordination, discussion and Project release responsibilities and maintain with the tech team
• Implementation of custom dashboards, reporting as well as Staff assessment on ITSM & ITIL Processes.
• Attention to detail, proven multitask dexterity, analytical and programming savvy, complex problem-solving abilities from operational and technical perspective, and excellent Interpersonal skills.
• Performing CI Add/ CI Modify requests in Remedy 7.5 CMDB.
• Maintaining Global Asset & Configuration Wiki Site/Share point to ensure latest updated CI Add/ CI Modify/ GMSL Update process documentation is provided to end users.
• Participating in Weekly Global CAB, EMEA CAB and APAC CAB meetings and addressing any Configuration Management related queries/issues.
• Designed Standard Operating Process document for Standard No Impact Changes.
• Creation of Process Documents (PowerPoint presentation, Flow charts) for user education to use this process.

TECHNICAL SKILLS:

IT Software: ServiceNow, BMC CMDB, BMC Atrium Discovery and Dependency Mapping (ADDM),BMC Remedy ARS, BMC Atrium Integrator, BMC Proactive Net and BMC Portal, BMC Event & Impact Manager, BMC Remedy Mid-Tier, Apache Tomcat (5.5,6.0), IIS 6.x,7.x, BMC Analytics 7.6.05, SAP BOXI R 3.1 SP5, BMC Dashboards.

ITSM Modules: Configuration & Asset Management, Incident Management, Change Management, Problem Management, Service catalog, SRM (Service Request Management), Knowledge, License Management.

Data Bases: Oracle 9i, 10g, 11g, SQL Server . Oracle, SQL Server - Programming, Scripts & Stored Procedures, MY SQL, Access.

Operating System: UNIX, LINUX, Windows NT, Sun Solaris, Windows XP, Window Server 08, UNIX scripting, Windows Scripts, Batch Files, Jobs.

Languages: Core JAVA, PL/SQL, HTML, XML.

PROFESSIONAL EXPERIENCE:

Confidential, Norwell, MA

Service Now Developer.

• Responsible to look over Globally Service Now Issues and give trainings for Incident/Problem/Change according to the business needs and updates.
• Support the development and configuration of a variety of areas including Service Catalog, Change, Problem, Knowledge, Release, Asset Management, Configuration Management (CMDB), and Reporting.
• Monitored and performed Service now admin activities which involve user and group administration.
• Responsibility to monitor the ITIL Service delivery via process mapping audits and design the procedure.
• Providing solution and standardized the ITSM process in bid management for to satisfy the customers.
• Responsibility to work with Project management to improve the daily base operation.
• Responsibility to update the dash board and make visibility to all employees and reporting tool.
• Handling Day to day IM/PM and CM tickets according to the Priority.
• Coordinate Problem Management team and Incident management.
• Involved in configuration of Email notification to alert the users of ServiceNow.
• Find root cause analyzing about the fail changes and the services.
• According the RFC, need to raise the changes in particular and handle the Technical team/Operational team.
• Conduct employee focus groups to ensure a thorough understanding of the issues.
• Responsible to coordinate with the escalation management team on Root Cause Analysis for failed changes.
• Responsible to Track and analyze unsuccessful changes to bring about process improvement with the help of frame work Remedy.
• Responsible to Develop, evaluate and present the weekly and monthly change management metrics to Executive management.
• Responsible to provide and present the monthly Change Cost Analysis report of the customers to the accounts management team.
• Develop a set of actionable and targeted change management plans - including communication plan, sponsor roadmap, coaching plan, training plan and resistance management plan.
• Work with project teams to integrate change management activities into the overall project plan.
• Find root cause analyzing about the fail changes and the services.
• According the RFC, need to raise the changes in particular and handle the Technical team/Operational team
• Conduct employee focus groups to ensure a thorough understanding of the issues.
• Responsible to coordinate with the escalation management team on Root Cause Analysis for failed changes.

Environment: ServiceNow, JSON, jQuery,, Web Services, SOAP, SQL, XML, Angular JS, Bootstrap JavaScript, XML, HTML, Windows 7, ServiceNow, CSS, AJAX.

Confidential, Charlotte, NC

ServiceNow Developer.

• Created many standard workflows which are being re-used and propagated and handled many custom events.
• Identified and Recommended the ITIL v3 methodologies to deliver technical methodologies around the Service Now platform.
• Great knowledge and experience on Eureka, Fuji, and Geneva.
• Gathered requirement from users for attributes needed to develop Service Catalog items.
• Great experience in Agile and Scrum Methodologies.
• Manage data with tables, the configuration management database (CMDB), import sets and update sets.
• Enhanced the existing LDAP integration and modified business rules.
• Involved in Geneva Up gradation and migrated data from Eureka to Geneva.
• Created Data Sources for various external applications. Used Import sets and Transform maps to import data into Service Now.
• Good Experience in Angular JS, Bootstrap.
• Coordinated with Offshore team and monitored the work on daily basis.
• Developed Geneva Instance with Custom tables such as Demand, Analytics Project Requests and Business Intake Requests.
• Created Email Templates and Email Notifications.
• Designed Workflows, along with standard Workflow templates which can be reused.
• Implement Service-Now customization including, but not limited to, Client Scripts, UI policies, UI Actions, Script Includes, Business Rules, workflow administration, report setup, and data imports and exports.
• Collaborated with application and infrastructure teams to provide architectural and technical guidance and oversight for ServiceNow solution implementation and customization.
• Developed and oversaw testing strategies to ensure rigorous testing and validation of ServiceNow implementation prior to production.
• Involved in the ServiceNow Discovery and CMDB maintenance.
• Integration experience with directories, such as Active Directory using methods such as LDAPs.
• Involved in providing 24*7 production supports in five different versions of Remedy application from onsite location and resolving issues within the Service Level Agreement.
• Worked on troubleshooting security rules, scripts etc.
• Created UI Actions/ UI Policies in customizing forms and buttons.
• Server side scripting using Script Includes.
• Update sets to move customization from Development to Production Instance.
• Incident Management, Problem Management, Change Management, Release Management, Knowledge Management, Asset management, CMDB, Service Requests and SLM..
• Working knowledge of Web Technologies (XML, HTML, JAVA Script, AJAX, CSS, HTTP/S, etc.)
• Working knowledge of Knowledge articles, incidents, CMDB and dictionaries.
• Created transform maps both automatic field mapping and scripting.
• Developed UI Actions, script includes and Business rules for overall platform.

Environment: Service now Eureka/Dublin, Windows 7/8, XML, Oracle 9i/10g/11g, Toad, SQL*Plus, SQL*Loader, Export/Import, UNIX.

Confidential, Natick, MA

Service Now Developer.

• Worked on BMC Remedy ITSM and Service Now - SMAS (Service management automation support) release project.
• Responsible to gather requirements according to the client needs and documentation for Remedy enhancements and issue fixes
• Defines project scope and objectives, coordinates activities of a project team, and identifies resources and develops detailed work plans, schedules, project estimates, resource plans, and status reports.
• Responsible for preparing project reports and summaries as requested by department managers, handling scheduling, and conducting/facilitating project meetings.
• Provides technical and analytical guidance to project team and recommends and takes action to direct the analysis and solutions of problems according to the business needs.
• Manage outages, driving and coordinating resolution, including calls, escalation and notification to all senior and executive stakeholders across the firm, as well as coordinating all incident support activities
• Provides input into performance management and career development processes, and staffing and disciplinary actions and Responsible to ensures service scope, SLAs and other agreements are reviewed on a regular basis, ideally at least annually.
• UAT coordination and Build UAT test plan, Training materials and UAT develop test scripts
• Involvement in identifying business requirements, collection of use cases, process design, work flow mapping, testing, training and implementation support according to the business needs.
• Enhance the project management process to achieve business objectives
• Helps to plan the deployment, during the design stage of the process lifecycle, in conjunction with personnel from other teams and functions
• Need to provide reporting and metrics to Business unit IT Portfolio Manager, Engagement Manager and business unit management on program initiatives.
• Facilitate communication between business and technical staff to ensure effective and efficient implementation and communication of results
• Responsible to handle the Incident and problem management operation and monitor the trend and work flow of tickets through BMC remedy tool
• Involve in CAB calls and change management activities for new enhancement process for organizational change and application change in the wok around.
• Monitoring the RTACS configuration and data support team globally.
• Enhancement coordination, discussion and Project release responsibilities and maintain with the tech team
• Implementation of custom dashboards, reporting, and metrics as well as Staff assessment on ITSM tools and ITIL Processes
• BMC Remedy ITSM tool configuration with process deployment according to the business benefits
• Understanding the Business Value of each deployment and enhancement process
• Track Incident results and accomplish in ITSM tool road map
• Perform top-level administration of ITSM tool and be the primary contact for both end-users and other administrators.

Environment: Servicenow Dublin, Business Objects XI R2, Crystal Reports, Oracle 10g/11g, SQL, Server 2005.

Confidential

Service Now Engineer.

• Provided analysis, design and development of ServiceNow trouble ticketing and incident management systems to support the company's technical operations.
• Participated in process designing sessions and documented ITIL process flows.
• Working with process owners and business stakeholders to translate business requirements into functional requirements within ServiceNow.
• Experience in designing, development and implementation of ServiceNow Platform ITSM application.
• In-depth knowledge of the technical implementation of Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management, Reporting, Discovery and Integrations.
• Worked on fixing bugs and doing enhancements for Incident, Problem and Change management and Service Catalog modules.
• Creation of tables within ServiceNow.
• Managing data with tables, CMDB import sets Users, Groups and roles.
• Creation of custom reports and designing the dash board.
• Design and implement SLA - Service Level Agreement and the required work flow with Email notifications.
• Created notifications based on user requirements and also configured inbound email actions to create incidents or requests.
• Involved in evaluation of ITSM tools like Kovair, OTRS, Digite for selecting tool to be used for internal projects.
• Implemented JDBC Export to execute custom SQL queries in the target database based on requirement.
• Part of core team to implement ITIL V3 at organization level and finding the delta between ITIL v2 & v3.
• Create schedules, reports and monitor performance of Service-Now.
• Release Management definition of a new release management processes for around 136 applications that are dependent on CRM, ERP and web application tier services.

Environment: Service Now, Asset Management, Incident Management, Problem Management, Fire eye, HTML, Java script, CSS, CMDB.

Confidential

BMC Remedy Developer.

• Configured the BMC Tool (BPM Portal and BMC Patrol Central) to collect data for various applications that to be monitored as per client requirement.
• Installation and Implementation of Remedy ARS 7.1& ITSM 7.1
• Applying the product patches and upgrades the tool to latest version.
• Created policies, filters, which notify events through email alerts to command centre and respective teams.
• System Administration involving Remedy Server Setup, ITSM Application Installation
• Perform daily administrative duties on BMC Portal and BMC Remedy ARS.
• Customizing the CMDB Classes/Attributes, CMDB Health Check and populating the CMDB with UNIX Server CIs & Network Devices.
• Integration with BMC PATROL, to monitor the network devices and server, which creates the Incident ticket.
• Training the support staff on configuring the thresholds and monitoring the various parameters, configuring the various groups for accessing the BPM Portal, BEM and Reporting.
• Developing System Level Availability Reports for all the monitored applications according to Clients Requirements using Crystal Reports.
• Reports are generated weekly/monthly basis on Client's Request.
• Improving the performance of the Oracle database for faster query execution
• Managed User Administration in ServiceNow providing the required levels of Access for the customized solutions.
• In-depth knowledge of the technical implementation of Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management, Reporting, Discovery and Integrations.
• Created transform maps for importing CMDB data.
• Created Catalog Requests and Record Producers the approval and fulfillment process.
• Involved in number of IT Dashboard Creation, Report Creation and Gauge Creation.
• Involved in design of the Knowledge Management Portal.
• Worked on DISCOVERY and set up Mid servers and check for the connectivity, Became an expert in troubleshooting Discovery tool.
• Report Creation for SLA for Incident, catalog task based on the severity.
• Using SCRUM methodology for the development and for defect tracking.

Environment: Java 1.4, Servlets, JSP, Struts, Remedy ARS 4.x, Remedy Import, Windows 2000/XP, MS SQL Server 2000.

Confidential

Database Administrator/Analyst.

• Automating entire migrating of data from flat files to Final Stage with building process and PS/SQL Scripts using OWB(Oracle Warehouse Builder)
• Migration Environment Setup and executing the whole process successfully.
• Debugging in real time faults for migration of data.
• Maintaining and updating the scripts for successful Migration of data with help of version control.
• Updating the developments in the OWB Repository.
• Extracting Data Dump of Migrated Data for the Build Team to Test.
• Preparing Reconciliation Reports using Crystal Reports.
• Synchronizing the scripts in Migration database with updated, developed scripts.
• Development of shell scripts.
• Administrating BMC Tools (BPM Portal and BMC Patrol Central) to collect data for various applications that to be monitored as per client requirement.
• Applying the product patches and upgrades the tool to latest version.
• Created policies, which notify events through email alerts to command centre and respective teams.
• Training the support staff on configuring the thresholds and monitoring the various parameters, configuring the various groups for accessing the BPM Portal, BEM and Reporting.
• Integrating BMC PATROL, to monitor the network devices and UNIX servers, and creates the trouble ticket (Incident) in Remedy.
• Design of Asset Availability and Reliability reports for Servers and Applications (Crystal Reports)
• Remedy-Active Directory Integration using LDAP.
• Developing System level Availability Reports for all the monitored applications according to Clients Requirements using Crystal Reports.

Environment: Oracle 7.0, SQL, PL/SQL, SQL*Loader, SQL Server, SQL*Plus, Windows 98.