SUMMARY:

• 6 years of experience in Servicenow implementations and migrations from Remedy to SNOW.
• Gathered and conducted requirement analysis, Business analysis, Use - Case analysis, for Change management and Configuration management (CMDB) in both Servicenow and CMDB.
• Conducted workshop session for requirement analysis, Business analysis, Use-Case analysis, and Change management, Service Desk, Asset Management, Configuration Management and Service Level Management module of ITSM within SNOW and Remedy.
• Extensively worked on web services and SOAP protocols for web-service that enables HTTP client with external web based (non ARSystem) applications using ARSystem 6.3/7.1.
• Proficient in Analysis, design, development, testing and implementation of business and commercial applications.
• BMC Remedy (ARS … 6.3, 5.1.2), Service Now ( Confidential, Confidential ), Oracle (8i/9i/10g), on various operating systems and hardware environments including Sun Solaris.
• Extensively worked with Aspen and Berlin releases of SERVICENOW, BMC Remedy platform and experienced on Jelly Scripts / Java Scripts.
• Configuration and customization of Help Desk, Change/Incident/Problem/asset Management Modules including: Business Rules, Client Scripts, Dictionary Overrides, UI Policies and UI Actions based on user requirements
• Involved in requirement analysis, Business analysis, Use-Case analysis, change management and configuration management.
• Proficient in Back-End Programming using Oracle, SQL Server and MS-Access for writing stored procedures, SQL queries.
• Experience as Service Now, Remedy Developer/Administrator with strong skills in ITSM suite 5.x/6.x/7.x, Remedy Midtier, SRM and CMDB and Designed, enhanced and built various custom remedy applications.

TECHNICAL SKILLS:

Languages: C, C++, C#, Objective C, JavaScript, SQL, Java, HTML, CSS, XML, AJAX, JSON

Scripting Languages: JavaScript, Jelly

Database: MS SQL Server, CMDB

Tools: SQL, Xcode, Visual Studio, Eclipse

Operating System: Windows, IOS

BMC Remedy: Remedy ARS, Remedy ITSM Suite, HelpDesk, Change Management, SLA Management, Asset Management, Mid-Tier, CMDB, Remedy Import, Remedy Approval Server, Remedy Flashboards, SAML, Crystal Reports, Remedy Migrator, SSO, SOAP, Good understanding on Oracle and more.

ServiceNow: Incident Management, Problem Management, Change Management, REST/SOAP, web services, LDAP Integration, Notifications, Asset management, CMDB and CMS.

Analyst: Microsoft Dynamics CRM 2015, Visio, Microsoft Office, WebEx, ServiceNow, MS SQL Server, Visio.

Packages: MSOffice (Word, Access, Excel Outlook and PowerPoint)

PROFESSIONAL EXPERIENCE:

Confidential, Philadelphia, PA

Sr. Service Now Developer

Responsibilities:

• Worked on Orchestration to automate the top and frequently used service requests
• Responsible for analyzing, designing and developing business applications which involved customization, workflow administration, data imports, custom scripting using JavaScript.
• Coordinated Servicenow environment/form back-end customizations. Notified clients and updated documentation
• Responsible for closing the open Incidents, Problems and Enhancement requests and communicating with the customer the status of the request, to ensure a timely customer satisfying result.
• Responsible for providing analysis of problems and resolutions or fixes for the production issues related to Service Now platform within the Service Level Agreement.
• Involved in providing production support for Service Catalog, Incident, Problem, Change, Release, Deployment, Task, Knowledge management modules in Service Now platform.
• Support Business departments by coordinating Moves, Additions and Changes with IT Services and Facilities.
• Involved with working in an Agile development environment.
• Implemented data security using Access Control Lists(ACL) and Data Policies.
• Created Sites, Pages, Templates, Content Blocks and Navigation Menus in CMS and built pages using Jelly Scripting.
• Service catalog development which includes workflows designing, creating new catalog items, and execution plans
• Created many scripts which includes, Business rules (server side code) and also modified OOB
• Worked extensively on LDAP integrations. Very good understanding of Integration with these varieties of protocols: SOAP, JDBC, and ODBC.
• Good knowledge on Single Sign on and event based integrations.
• Setting up Configuration Management from scratch defining the CI classes and their relationships.
• Created complex transform scripts in transforming the data into the SNOW database.
• Create generalized framework for repeating problems and incidents.
• Design and Implementation of service requests through service catalogue in service now.
• Analyze problems; create new solutions and new techniques.
• Develop SLA and reporting.
• Defining the process for each service request.
• Creating scheduled tasks, monitoring the ticket queues and generating statistics.
• Working knowledge of Knowledge articles, incidents, CMDB and dictionaries.
• Responsible for Confidential Upgradation in Service Now and also involved in the analysis of the impact on the existing customization after Confidential up gradation.
• Responsible for mentoring peers and junior curriculum developers in Service Now platform.

Environment: Servicenow Berlin/Calgary, Windows10, Oracle 11g, WINSCP, SQL*Plus, JavaScript, UNIX, Linux

Confidential, Dallas TX

Servicenow Developer

Responsibilities:

• Extensively performed GAP analysis for Servicenow migration project from Remedy
• Heavily involved in design, architecture and implementation of various modules of SNOW
• Developed technical specifications and documentation to support application needs.
• Migrated foundation data from Remedy (7.6.4) to Service Now ( Confidential )
• Enhanced the Service-Now functionality by customized JavaScript code to support the new business needs.
• Implemented workflow activities, email notification, email template and events in SNOW.
• Administration of a Servicenow instance including the delegation of groups, modification of CMS, workflows, business rules, UI actions, UI policies, ACLs, dictionary, catalog items and updates of all other existing solutions.
• Responsible for Maintaining the Meta data in the CMDB.
• Extensively performed Architecting, Analysis and design the usage of BMC CMDB, and Asset Management modules and deployed globally
• Extensively worked on Design, develop and maintain commercial enterprise applications, primarily BMC Remedy ITSM, Atrium CMDB, TD, Altiris, etc.
• Deployment checklist and test case document preparation.
• Implemented Web services successfully to interface with external systems.
• Implemented data source, Import sets, Transform Map.
• Implemented Delegated Functionality for Service Request especially for approvals.
• Maintain and support Service Now operational functions and modules
• Performing unit testing and integration testing with other GDC developers for the cross stream development projects.
• Involved in working with process owners to develop workflow, implement the workflows in Service Applications and administer the tools and enhanced requests by java script
• Performing quality assurance testing and user acceptance testing.
• Responsible for preparing design level, program-level and user-level documentation.
• Involved in the complete end to end cycle of coding, testing, debugging, maintaining and refining the computer software in Service Now to produce the required product in an Agile development environment
• Created Procedure guidelines used in supporting Technology and Application issues.

Environment: Java Script, JSON, jQuery, Prototype, Web Services, SOAP, SQL, XML, HTML, iFrames, AJAX, Shell scripting, Log4j, Integrations

Confidential, Dallas TX

Servicenow Administration

Responsibilities:

• Provide the expertise in requirements session as the technical team representative.
• Utilized Java Scripting to deliver solutions that automate business processes using UI Policy, Client Script, UI Action and Business Rules.
• Work with the Service Now team on the initial setup of the instance.
• Support and coordinate scheduling and execution of releases, product upgrades, new technology deployments.
• Work on the defect management along with the Business team.
• Strong knowledge on System Properties - My Company, UI, CSS, System, Email, Approval, LDAP, Application, Localization, Security, Users, and Groups.
• Key contribution on the architecture for the 3rd party integrations, MID Server installation and Service Now VPN communication to client VPN network.
• Performance analysis to enhance the tool response for a better user experience.
• System Properties - My Company, UI, CSS, System, Email, Approval, LDAP, Application, Localization, Security, Users, and Groups.
• LDAP, Initial Data Loads, Import Sets, automated integrations and address exceptions.
• Establish and interact with key process applications including Knowledge Base and Service Catalog; use Service Catalog to create items and record producers, variables and workflows.
• Enable new SLA engine for the Service Catalog.
• Created script based Assignment and Approval rules.
• Develop scripts, forms, notifications and approval workflows for incident management and change management.
• Enable contextual security and create custom ACLs to lock-down permissions.
• Work with key stakeholders and document requirements. Design solutions based on best practices and standard.

Environment: Java Script, JSON, jQuery, Prototype, Web Services, SOAP, SQL, XML, HTML, iframes, AJAX, Shell scripting, Log4j, Integrations, Cloud services, ITIL, SCRUM

Confidential, Atlanta, GA

Remedy Developer

Responsibilities:

• Installed and configured ARS 7.0.1, Asset Management 7.0.1, Service Desk 7.0.1 (i.e. Incident Management & Problem Management), Change Management 7.0.1, Service Level Management 7.0.1, Service Request Management 2.1 and CMDB 2.1 on Windows/SQL Server environment.
• Instrumental in drafting IT Shared Services (ITSS) BMC Remedy 7.x project plan and finalize required architecture for the same proposed project plan.
• Collaborated with organization wide team leads to fine-tune existing foundation data elements. This step is an important precursor for the client to start contemplating about Remedy 7.x upgrade.
• Designed and developed various new Service Request Processes using Advanced Interface Forms in the SRM 2.x environment.
• Maintain a technical relationship with BMC Remedy and its support partners with regards to requesting enhancements, license management, reporting and tracking bugs, and planning upgrades.
• Participate in weekly business process meetings and provide guidance from technical and operations standpoint.
• Coordinate with various process managers in an attempt to either enhance existing ITIL driven process or establish new process that are in alignment with ITIL framework.
• Added Business Value through recommendations and proposing solutions to optimize some of the key business processes.
• Extensive Knowledge Transfer to internal staff about ITSM applications and best coding standards in Remedy.

Environment: Windows Server 2003, SRM 2.x, MS-SQL Server 2005, BMC Remedy 7.1 p3 ITSM 7.0.3

Confidential, FL

Remedy Developer

Responsibilities:

• Involved in successfully upgrading from ARS 6.01, ITSM 5.6 to ARS 6.03, ITSM 6.0 Suite, by playing a pivotal role in various stages of the Project life cycle.
• Assisted upper management by detailing further enhancement projects, subsequent project tasks, resource allocation, timeline estimates for post-upgrade environment at Fund.
• Responsible and single point of contact designate (technical) for the knowledge transition period from current Remedy team to offshore support team.
• Augmented the current Remedy Team (TGSIREMEDY) and accelerated Remedy 6.3, ITSM 6.0 Suite Upgrade Project at Fund in order to pave way for ITIL arrival.
• Built development & test environments, documented and synced them with the production environment in order to initiate best practices and get a step closer to CMMi5 implementation.
• Installed and configured ARS 6.3, Asset Management 6.0, Helpdesk 6.0, Change Management 6.0, Service Level Agreements 6.0, CMDB 1.1, Remedy 6.3 Mid-Tier and Email engine.
• Responsible for providing administration support for various in-house Remedy applications to approx. 500 remedy users and also maintaining a technical relationship with BMC Remedy with regards to requesting enhancements, license management, reporting and tracking bugs, and planning upgrades.
• Coordinated with project management leads in scheduling action items, setting milestones and suggest proper workload/resource relationships in Remedy development and documentation functions.
• Instrumental in configuration and creation of Reconciliation engine rules to reconcile data from various data feeds into CMDB 1.1. This proof-of-concept project included a data feed from BMC Topology discovery©, PeopleSoft Financials© and TRECI data.

Environment: IBM AIX 5.2; Sybase 12.4.3; BMC Remedy 6.3 p20 ITSM 6.0

Confidential, Tulsa, OK

Remedy Support Consultant

Responsibilities:

• Documented all business processes and functionality being provided by the BMC Remedy solution, so that a like solution could be provided by the outsourced information technology service provider chosen by the company
• Customized and deployed the NetMRI network discovery and management software, including scripting of custom configuration change jobs
• Managed project to migrate retail stores to the AT&T AVPN and ANIRA data networks, realizing a savings by the company of approximately $1 million in annual recurring costs
• Supported store polling infrastructure in multiple capacities during tenure
• Worked with strategic partners and vendors on complex projects

Environment: Windows Server 2003, SRM 2.x, MS-SQL Server 2005, BMC Remedy 7.1 p3 ITSM 7.0.3, Remedy AR System 7.6.03, Remedy Change Management Module 7.5, Remedy SLM 7.5, BMC Atrium CMDB

Confidential, New York City

Remedy Engineer

Responsibilities:

• Perform requirements analysis to determine customer needs
• Modify existing CITS product to meet NORAD's diverse needs
• Lead REMEDY developer, NORAD-USNORTHCOM J625 Engineering & Integration
• Develop plan to build enterprise wide system that will allow all of J6 to interact and escalate tickets between the commands
• Design, Develop, and Implement Remedy solutions for use on 3 Enterprise DOD networks
• Integrate Remedy with other Enterprise solutions to provide seamless data access across Enterprise
• Develop solutions for TNCC to automate manual processes
• Assist with Web Dashboard integration that utilized the .NET API

Environment: Windows Server 2003, SRM 2.x, MS-SQL Server 2005, BMC Remedy 7.1 p3 ITSM 7.0.3, Remedy AR System 7.6.03, Remedy Incident Management Module 7.5, Remedy Change Management Module 7.5, Remedy SLM 7.5.