SUMMARY:

• 7+ Years of experience in all phases of Software Development Life Cycle (SDLC), quality management systems and project life cycle processes.
• 3+ years of experience in ServiceNow 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.
• Strong experience in working with ServiceNow orchestration
• ServiceNow applications implemented: Incident, Problem, Change, Configuration, Asset Management, Software Asset Management, Contract Management and Procurement.
• 4+ years of hands-on expertise in the administration and development applications using BMC Remedy Action Request System 7.1/7.6 and ITSM 7.1/7.6
• Experience in designing, developing & administering ITSM suite of applications, AR System 7.x, Remedy Mid-Tier 7.x, Asset Management, SLM 7.X and WebServices.
• 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.
• Experience in Application Architecture, Analysis, Technical Design, Development, Implementation, Performance Tuning, Testing, Configuration Management and Release/Build management in all stages of Full Software Development Life Cycle (SDLC) of software applications using J2EE technologies.
• 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

Products: Service Now, BMC Remedy ARS 6.3, 7.1, 7.5, 7.6, 8.0, BMC Remedy ITSM 7.1, 7.5, 8.0, BMC Atrium CMDB 7.5

Tools: Remedy ARS (5.x/ 6.x/ 7.x), Remedy ITSM (6.x/7.x) (Incident, Change, Problem, Asset, SLM), Remedy Administrator, Developer Studio, Crystal Reports, BMC AIE, BMC Remedy Migrator, BMC Dashboards, BMC Atrium CMDB (2.x/ 7.x), BMC Service Request Management 7.6, HP DDM (Discovery and Dependency Mapping), BMC ADDM, xMatters

Internet: Remedy Mid-Tier, Remedy Web Services, HTML, JavaScript, XML, JSON

Reporting Tools: Crystal Reports 9, Remedy Reports

Technologies: Java Script, HTML, VB

Databases: Oracle 8, 9, 10g, Ms Access, Ms Sql Server.

Operating Systems: Solaris, Windows, UNIX

PROFESSIONAL EXPERIENCE

Confidential, CA

ServiceNow Consultant

Responsibilities:

• As a part of the development team developing the assigned stories by proper investigation with solution team
• Perform the major development tasks including script includes, web services and data sources
• Performs core configuration tasks including system policies, business rules and client scripts
• Develop reports, database views and develop some scheduled jobs needed for reports as per user requirement
• Perform some CMS tasks like developing gauges, UI pages, UI Scripts and Content Management pages.
• Created workflow and web prototypes for client engagements
• Manages users, groups and roles
• Manages data with Tables, the CMDB, Import Sets, and Update Sets.
• Configure Support Groups, CI data and SLA
• 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, Atlafidentialnta, GA

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, Palo Alto, CA

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.
• 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.
• Ongoing Maintenance.

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

Confidential

BMC Remedy Developer

Responsibilities:

• Played the role of a Implementer of entire Remedy ARS & ITSM suites
• Worked on Multiple High Availability environments with multiple AR servers with shared database.
• Integration with LDAP Active directory & auto population of people data in Remedy.
• Integration of third party web application with remedy through inbuilt remedy web services. Used CREATE,
• SET and GET operations for automation of ticket in remedy. Web based application has invoked remedy web services for creating and updating of remedy tickets.
• Installation of BMC Topology discovery tool and configured to integrate with BMC remedy ITSM CMDB Suite.
• Integration with BMC Remedy and Netcool for inflow of alarms which created tickets in remedy.
• Standard ITSM Configuration, SLA Configuration, Email Configuration
• Involved in Developing the Forms, Workflows & Building Applications.
• Using the AR Migrator tool to deploy objects from the Development to UAT and UAT to Production

Environment: Remedy ARS 7.1, Midtier 7.1, Approval Server 7.1, Assignment Engine 7.1, CMDB 2.0, Service Desk 7.0.3 Change Management 7.0.3 SLM 7.0.3, Sun Solaris10, Oracle 10g

Confidential

Java/J2EE Developer

Responsibilities:

• Worked directly with user groups in analyzing and specifying business requirements for the design and development of project.
• Suggested and advised clients to tactfully alter workflow of application to increase the efficiency and ease of use.
• Designed and Developed user interfaces using HTML, CSS, JavaScript, jQuery and AJAX.
• Extensively used JavaScript for client side validations.
• Experience with input validation using JavaScript.
• Worked on design of interfaces using web services of external applications.
• Developed application based on SDLC (Software Development Life Cycle).
• Created user-friendly GUI interface and Web pages using HTML, JSP.
• Developed UI, which enhanced user efficiency in using the functionality defined after business analysis.
• Designed intuitive responsive web pages using the concept of negative margins and percentages.
• Experience with UI designing for open source CMSs like word press, magneto, joomla etc.
• Designed cross browser compatible web pages.
• Redesigned several web pages with better interface and features.

Environment: HTML, XML, CSS, JavaScript, AJAX, media queries, jQuery.