SUMMARY:

• 8 plus years of experience as ServiceNow Principal Consultant/Sr. Business Analyst in all aspects of client engagement lifecycles including Pre - sales, Requirement gathering & effort scoping, product implementation & development, architecting, production support, and system upgrades on ITSM and monitoring.
• Strong experience in coordinating Joint Application Development (JAD) sessions and interviews to converge towards a design acceptable to the customer and feasible for the developers.
• Strong experience in conducting User Acceptance Testing (UAT) and documentation of Test Cases. Expertise in designing and developing Test Plans and Test Scripts.
• Experience in various domains such as Customer service, insurance, technical support, IT and Banking.
• Experience with key management and development, implementation, and maintenance of key management life-cycle policies, procedures, and processes.
• Well versed with Scrum and agile mythology.
• Responsible to Track, Document, Capture, Manage and Communicate the Requirements using Requirement Traceability Matrix (RTM) which helped in controlling numerous artifacts produced by the teams across the deliverables for a project.
• Strong understanding of ITIL, integrated business systems, business process management, software development life cycle, analysis, development, testing and implementation of software applications, fixes and enhancements.
• In depth knowledge Rational Unified Process (RUP) methodology, Use Cases, Software Development Life Cycle (SDLC) processes, Object Oriented Analysis and Design (OOA/D).
• Solutions-oriented consultant specialized in the ITSM tools and monitoring.
• Handled multiple projects for IT Service Management (ITSM) tools implementation and customization based on ITIL best practices and project management based on PMI best practices.
• Experience in design, development and deployment in ServiceNow and also integrating SNOW with HPSM, Runbook, Solman (SAP) and Quality Center.
• Implementing Servicenow Discovery and CMDB and integrating it with Change management.
• Experience in custom application development & integration with other tools.
• Knowledge of HTML, XML, JavaScript, Integrations (web services, SOAP, email, MID, etc).
• Ability to create and modify ServiceNow workflows.
• Good understanding of Relational Database Design, Data Warehouse/OLAP concepts and methodologies.
• Experienced in ensuring smooth IS Operations through Change management process and procedures and avoid any impact to business due to unavailability of IT resources globally.
• Having experience in Server and Application monitoring by HP BAC, HP UCMDB and HP Sitescope.
• Extensive ITSM process consulting (ITIL v2 and ITIL v3) experience.
• Having good experience in Pre-sales activities, proposals, Tools comparison (HP, BMC, CA, Service-Now, PPM), Tools functional evaluation & market analysis on tools, Conducting deep drive assessment workshops and Project status reporting.

TECHNICAL SKILLS:

• HP Servers
• Laptops
• Desktops; 3Com / Cisco Switches; Astaro Firewall; MS Desktop OS; Server 2003 - 2008; Exchange 2003 - 2007; System Center Operation Management R2; ERWIN
• Cognos
• ETL: Ascential DataStage (7.x
• 6.x
• 5.x)
• Star-Schema Modeling
• Snowflake Modeling
• FACT and dimension tables
• Erwin 4.0
• Business Objects
• Micro strategy
• Erwin 4.x
• C/C++
• Java SE 1.4
• TURBO PASCAL 7.0
• VB.Net
• HTML
• MS Project
• MS PowerPoint
• Visio
• Rational Rose
• Requisite Pro
• Crystal Reports
• Clear case
• Clear quest
• COBOL
• UML
• SQL Server
• SOA
• SAP SD
• MySQL
• WSUS; MS Office Suite; Vmware Solutions; Quest Replications; Ahsay Online Backup; MixVoIP; Ghost Symantec; Acronis True Image; ePolicy; BOB50; Yardi Voyager; Sun; McAfee Antivirus; Astaro v7 - v8.

PROFESSIONAL EXPERIENCE:

Confidential, Phoenix, AZ

ServiceNow Principal Consultant

Responsibilities:

• Driving all project phases including requirement gathering estimation, gap analysis and designing and implementation.
• Extensively Implemented ServiceNow process of implementation for Incident Management, Problem Management, Change Management, Asset Management, Service Request Management (Service-Catalog).
• Worked on CMDB and Asset management. Performed Data migration to import data from other applications and external databases.
• Worked as a Consultant to in corporate the requirements in the ServiceNow tool in an optimal way.
• Assist clients address business needs through the application of the ServiceNow platform in support of ITIL best practices.
• Preparing Implementation Plan for every release in ServiceNow and provide Walkthrough to the entire team to execute the steps.
• Have taken part in Data loading of CI Attributes for CMDB using transform scripts and Import Sets calling multiple scripts includes for processing the attributes and loading them in précised way in CMDB.
• Played an active role in various system planning activities including ITIL v3 Configuration.
• Identifies and Recommends the ITIL methodologies to deliver technical methodologies around the ServiceNow platform.
• Planning and coordinating the execution of Implementation along with Technical/Business validations post every Maintenance/Major release in ServiceNow.
• Manage ITIL Processes monitoring overall system performance using the System Performance and System Diagnostic dashboards. Integrating ServiceNow with other systems and customization.
• Participated in process governance review of Change Management, Incident & Problem Management in ServiceNow
• Involved in salesforce CRM development/configuration.
• Worked on ServiceNow scripts by using Javascript including client scripts and mail scripts.
• Worked on customizing user interface including forms, lists and created record producers for incident and change management.
• Created client script, business rules script includes UI policies using Java script.
• Customized and created workflows for change management, knowledge management and for service catalog items.
• Preparation and planning, Knowledge transfer, Prepared DOU (Document of understanding), Co-ordination between offshore team and business, Verification of deployment through Monitoring and reporting.
• Responsible for requirements gathering, UAT and production sign-off for ITIL tool migration.
• Monitored and performed ServiceNow admin activities which involves group, user administration.
• Successfully managed and developed large-scale implementations of ServiceNow across multiple processes and applications for clients in multiple verticals.
• Orchestrated the efforts of vendors, and internal divisions/departments to internalize new IT Asset Management processes.
• Managing ServiceNow (Change Management) to automate and standardize business processes for all Go-Lives. Consolidating all global IT to a single system of record.
• Involved in various automation initiatives, development & implementation.
• Monitored the work items that have been given by client and evenly distributed among the team to make sure ETA is met appropriately.
• Involved in daily, weekly and monthly meetings with stake holders on the work progress and discussions on the upcoming work.
• Identifies and Recommends the ITIL methodologies to deliver technical methodologies around the ServiceNow platform.
• Coordinated with various stake holders and offshore team on day to day issues.
• Responsible for Development Team Performance and involved in grooming & mentoring team members on various processes.

Confidential, New York, NY

Sr. ServiceNow Business Analyst/Consultant

Responsibilities:

• Establishes and oversees the customer's experience after go-live, focusing on the bridge between implementation and ongoing support of best practices that continually drive incremental value and return on the customer's investment.
• Serves as a customer advocate in driving industry best practices with the SeriveNow product and platform functionality integral to the customer's success.
• Collaborated with Compucom to standardize the undocumented change management process for Online Tech and Online DC groups using ServiceNow and mirroring (as much as possible) the current Corporate Change Management process. Results: Increased accuracy of change information for CI's in the ServiceNow CMDB, clear accountability for all steps in the change process, complete auditability of changes by SOX auditors, eliminate single points of failure in the approval processes, streamline processes for efficiency and consistency and improved the communication and notification of changes.
• Participate in end to end ServiceNow implementation planning including issue tracking, communication and deployment management for various ITIL processes.
• Facilitates the development various vertical industry's community and communities of ServiceNow customers, routinely sharing best practices and leveraging lessons learned.
• Ensures that all customers derive maximum value from their investment in the SerivceNow platform.
• Involved in gathering the Business Requirements and Interacted with the Helpdesk users and CRM users to understand the existing functionality, current state processes, tools to get a better view of the Business Processes and functionality to document and support develop and configured the ServiceNow Platform.
• Primary liaison for cross functional client contacts, incorporated requirements from multiple domains, developed holistic technical specification documents.
• Involved in salesforce CRM development/configuration.
• Managed and conducted all testing schedules, SIT, Unit Testing, and UAT for data GAP implementation. Data from multiple source (web services, WAP, online).
• Performed Salesforce Customer Relationship Management (CRM) configuration.
• Identifies and grows opportunities within territory and collaborate with sales teams to ensure growth attainment.
• Configuration Management performing CMDB analysis and design within ServiceNow ITSM platform. Process engineering with integrated Change control, Release and Incident process design
• Developed test scripts for ServiceNow regression test bed.
• Understands customer requirements, level of adoption of the ServiceNow platform and assesses the risk in renewing the current contract.
• Assist clients address business needs through the application of the ServiceNow platform in support of ITIL best practices.
• Understand the ITSM business requirements provided by Solution Architects and convert them into technical specifications. Involved in Installing and Configuring ITSM 7.6
• ServiceNow Discovery to populate the ServiceNow CMDB and populate downstream ITIL processes with network and asset data.
• Currently serving as configuration database manager and process designer for Service-Now implementation of CMDB. Adjunct consultant for Change, Release and Incident process development.
• Responsible for Service-Now Administration, Discovery, CMDB design, process design, LDAPS integration, data imports, tool customization, troubleshooting, business rules, update sets, script analysis and RCA
• Identified the gaps between the current deployment of applications and future requirements that have evolved due to organizational growth, changes, or strategy. Translate business requirements into system definitions and solutions.
• Demonstrates software integration capabilities between the ServiceNow platform and third party applications such as Sharepoint, Blackbuad, or Cherwell that a prospect maybe currently using within their existing environment.
• Uses Scrum methodology within the ServiceNow platform to demonstrate unique workflows prospects maybe using within their own development environment to demonstrate ease of use and the ability to streamline current processes within ServiceNow's SaaS based, agile platform.

Confidential, NYC, NY

ServiceNow Business Analyst

Responsibilities:

• Work across the company IT process based on ITIL v3 framework and ServiceNow system.
• Manage Service Transition and Service Operation process:
• Review Change Request (validation, prioritization, CAB meeting agenda and approval)
• Coordinate RFC implementation and review post implementation.
• Build CMDB with ServiceNow Discovery Tool and 3rd party tools.
• Create new workflow and process for new Service Catalog Item in ServiceNow.
• Oversee Service Desk activity and reporting on out of SLA incident and Service request with ServiceNow.
• Data validation, import sets, update sets, define configuration policy, defined CI attributes, design configuration control processes, CMDB auditing and change control reporting
• Relationship mapping of CIs, ongoing troubleshooting of CMDB/CMS, data integration projects
• Created Update Sets to migrate customizations from one instance to another instance.
• Creation of C level dashboard and reporting.3rd Party application integration with ServiceNow (Sailpoint, McAfee SIEM etc)
• Engage multiple departments from Business unit and HR to all IS staff to keep CMDB data integrity and quality.
• Provide Training to all IS Staff on ServiceNow and ITIL process best practice.
• ServiceNow principal Internal System administrator and communicator with 3rd party consultant.
• CSI: Improves the effectiveness and efficiency of services and process

Confidential

ServiceNow Business Analyst

Responsibilities:

• Architect, Design and Implement ServiceNow (Dublin and Calgary) suite of products.
• Driving all project phases including requirement gathering estimation, gap analysis and designing and implementation.
• Extensively Implemented ServiceNow process of implementation for Incident Management, Problem Management, Change Management, Asset Management, Service Request Management (Service-Catalog).
• Conducting workshops and demonstrating the ServiceNow (ITSM) modules for business stake holders.
• Heavily conducted GAP analysis between legacy ITSM (BMC Remedy) systems to ServiceNow.
• Conducted workshops to gather business requirements, technical design and architecture for implementing ServiceNow applications through out the Organization.
• Worked on identifying the users, groups, categories and following the ITIL standards while designing these solutions.
• Extensively used Javascript in ServiceNow scripts including client scripts and mail scripts.
• Worked closely with Infrastructure team to facilitate LDAP integration.
• Heavily worked on foundation data feeds and imported them into multiple environments accordingly.
• Worked on CMDB and Asset management. Performed Data migration to import data from other applications and external databases.
• Identified integration needs and proposed solutions for data synchronization for AD and third party web services.
• Heavily created client scripts, business rule script using Java script that includes UI policies.
• Created and deployed new catalog items, order guides, record producers and catalog workflows.
• Implemented Core configuration changes to the platform as well as supporting applications.
• Worked on UI customizations for forms, lists and UI actions.
• Exposure to new plugins like incident alert management, orchestration and structured problem analysis.
• Conducted Asset inventory identification through CMDB formation, clean up, classification and configuration management using discovery tool as well as through conventional methods.
• Pre-and Post installation consultant to define and implement industry (ITIL) best practice for the ServiceNow ITSM Platform.